Revolutionizing the Automotive Restoration Industry with a Tiered System for Transparency and Trust

The automotive restoration industry is a realm of passion, craftsmanship, and cherished dreams, where families often embark on a once-in-a-lifetime project to restore a classic car that holds deep sentimental value. Like purchasing a home, restoring a vehicle is a significant, life-changing endeavour that should be exciting, memorable, and fulfilling. Yet, far too many customers are left with nightmarish experiences—tens of thousands of dollars out of pocket, incomplete projects, and a deep distrust of the industry. The root cause?

A lack of structured systems, poor communication, and leadership’s failure to enforce accountability.

New customers often face slick sales pitches that prioritize getting their car into the shop, only to encounter escalating costs, delayed timelines, and vehicles held hostage over unpaid invoices. This blog proposes a tiered system for project management, designed to bring transparency, align staff with client expectations, and restore trust in the automotive restoration industry. By breaking down vehicle restoration into specific components and sectors, shops can deliver accurate estimates, uphold ethical practices, and create memorable experiences for customers.

The Problem: Systemic Failures in the Restoration Industry

The automotive restoration industry is plagued by systemic issues that erode customer trust and harm businesses. Many shops focus on starting projects without clear plans, leading to scope creep, overbilling, and incomplete work. Customers are often misled about costs and timelines, only to face financial strain when bills exceed estimates. In some cases, shops hold vehicles until payments are cleared, leaving clients feeling trapped.

A significant factor is the resistance of some experienced tradespeople—often from older generations—who prioritize their own methods over structured processes. While their craftsmanship is invaluable, their refusal to follow project briefs can lead to unauthorized work, inflated costs, and delays. For example, a project quoted at $50,000–$70,000 can balloon to over $90,000 when staff undertake unapproved tasks, leaving customers with unfinished vehicles and shattered dreams.

Leadership’s failure to implement and enforce systems exacerbates these issues. When directors and owners allow staff to operate without accountability, projects derail, and lower-level employees—such as operations managers—are often scapegoated for systemic failures. This lack of structure not only harms customers but also risks legal action, reputational damage, and business failure.

A Solution: A Tiered System for Restoration Projects

To address these challenges, a tiered system for project management can transform the restoration process by ensuring transparency, aligning staff with client expectations, and delivering high-quality results. This system categorizes builds into tiers based on scope and investment, with each vehicle broken down into specific components and sectors to provide clarity and structure.

The components and sectors of a vehicle restoration include:

Engine (Horsepower): Covers engine rebuilding, performance upgrades, and standard restorations.

Gearing & Power Transfer (Drivetrain): Includes transmission, differential, and driveline components.

Underbody: Focuses on suspension, exhaust systems, and undercarriage restoration.

Wheels & Tyres: Addresses wheel refurbishment, tyre selection, and alignment.

Braking System: Encompasses brake components, lines, and performance upgrades.

Body Shell: Involves panel repair, rust removal, and structural bodywork.

Chassis: Ensures proper alignment and structural integrity.

Glass: Includes windscreen, side and rear windows, and seal installation.

Electrical Wiring: Covers full rewiring, harnesses, electronics, and system integration.

Lamps & Signals: Restores or replaces headlights, taillights, indicators, and associated fittings.

Cosmetics (Jewellery): Encompasses trim, badges, chrome, and interior finishes.

Panel Shaping: Involves the fabrication and reshaping of panels to factory or custom specifications.

Panel Modification: Custom alterations to panels for styling, fitment, or performance.

Refinishing: Full paintwork preparation and application, including basecoat and clear.

Polish & Detail: Final polishing, surface correction, and detailing work.

Quality Control & On-Road Checks: Final inspection, functional testing, and

road-worthiness assessment.

Tiered Build Structure

Classic Build ($10,000–$65,000)

·        Restores specific components or sectors (e.g., engine, body shell, or cosmetics).

·        Ideal for budget-conscious customers or targeted upgrades.

·        Does not cover full vehicle restoration but ensures clarity for selected aspects.

Deluxe Build ($65,000–$120,000)

·        A comprehensive restoration addressing all components and sectors.

·        Suited for customers seeking a fully restored classic car with standard specifications.

·        Balances quality and affordability within a defined budget.

Elite Resto ($120,000–$180,000)

·        A premium restoration with enhanced features, such as performance engine builds, heavy-duty drive-train or suspension modifications, or high-caliber paint and panel work.

·        Designed for enthusiasts seeking a standout vehicle with custom upgrades.

VIP Custom (Unlimited Budget)

·        A bespoke, showstopper build with no financial limits.

·        Allows for extensive customization, premium materials, and unique craftsmanship.

·        Provides a clear investment outline for allocating hours to each component and sector.

Implementation Process

A.       Initial Assessment (2–4 Days): Once a vehicle arrives (ideally stripped to bare metal, or with an additional revision post-stripping), trade specialists assess each component and sector. This includes evaluating personalization, custom modifications, parts costs, and refinishing systems, with a buffer for unforeseen expenses.

B.       Estimate Creation: The operations manager collaborates with specialists to create a detailed estimate, outlining minimum and maximum costs for each component and sector. The estimate is reviewed by directors, sent to the customer for approval or revision, and used to align staff with project timelines and budgets.

C.      Project Management: The operations manager coordinates with staff to ensure work aligns with the agreed tier and client brief, maintaining regular communication with the customer.

D.      Quality Control: A dedicated Quality Control role verifies that all work meets the client’s expectations, ensuring components are functional, roadworthy, and aligned with the agreed scope. This step prevents hidden issues or incomplete repairs, protecting both the customer and the business.

The Benefits of a Tiered System

This structured approach addresses the industry’s core challenges by:

• Ensuring Transparency: Clear, tiered estimates provide customers with accurate cost expectations upfront, eliminating surprises and fostering trust.

• Aligning Staff: Defined scopes and timelines hold tradespeople accountable, reducing unauthorized work and scope creep.

• Enhancing Customer Experience: Regular updates and a structured process keep customers engaged and excited, turning restorations into positive, memorable journeys.

• Protecting Businesses: Accurate billing, quality control, and adherence to project plans minimize disputes, legal risks, and reputational damage.

• Streamlining Operations: Breaking down projects into components and sectors allows for precise allocation of time and resources, improving efficiency.

Real-World Examples of Failure

The consequences of operating without systems are stark. In one case, an LX Torana was brought in for a tidy-up and flares, with an estimate of $52,000–$72,000. A fabricator, disregarding the client brief, spent excessive time on unapproved tasks like rebuilding the hatch and fine-tuning guard gaps. The bill soared to over $92,000, far exceeding the customer’s budget. The project was abandoned, leaving the customer with a half-finished car and significant financial loss. This failure stemmed from leadership’s inability to enforce systems and hold staff accountable.

In another instance, a Holden panel van’s insurance repair was mishandled when the shop sold the claim to a loan brokerage, pocketing the payout without completing critical structural repairs. The vehicle, prepped for a roadworthy inspection it could never pass, left the customer stranded. The new owners failed to manage the handover process or hold the previous shop accountable, highlighting a systemic lack of oversight and ethical practices.

My own ordeal began with an engine fire. The referred repairer, Gold Coast Restorations, performed only the bare minimum for the insurance payout and failed to address several key issues that were clearly part of the claim. My vehicle was ultimately returned in worse condition than before the so-called “repairs.” Seeking a remedy has turned into a two-and-a-half-year battle marked by blame-shifting, baseless accusations, and a disturbing lack of accountability—leaving me, as the customer, feeling completely dismissed and deeply frustrated.

I’ve documented the entire experience in detail, including my dealings with the insurer and AFCA, on my YouTube channel @Life In The Hard Lane, to raise awareness and help others navigate similar battles.

The Role of Leadership in Driving Change

The responsibility for these failures lies with directors and owners, not individual employees. Leadership must:

• Implement Robust Systems: Establish clear processes for assessments, estimates, and quality control to ensure alignment with client expectations.

• Enforce Accountability: Hold staff accountable for adhering to project briefs, with consequences for rogue behaviour, regardless of their experience level.

• Invest in Staff: Provide training, fair compensation, and clear roles to foster a culture of professionalism and collaboration.

• Prioritize Ethics: Reject practices that prioritize profit over quality, such as withholding vehicles, delaying supplier payments, or misrepresenting costs.

• Champion Quality Control: Introduce a dedicated Quality Control role to verify that all components and sectors meet the agreed scope, ensuring roadworthy, high-quality deliverables.

Addressing Industry-Wide Challenges

The automotive restoration industry faces unique pressures, from the Global Financial Crisis to post-COVID economic recovery and rising inflation. These challenges highlight the need for systemic change. Many shops rely on skilled but resistant tradespeople who refuse to adopt modern tools or processes, creating a toxic workplace culture. Grumpy attitudes, tool-throwing tantrums, and ego-driven decisions disrupt operations and harm customer outcomes.

Moreover, economic pressures like stagnant wages and rising costs exacerbate tensions. A government-implemented gap system could help bridge the divide between inflation and earnings, easing financial strain on workers and customers alike. However, the immediate solution lies within the industry: shops must modernize, embrace technology, and prioritize customer-centric systems.

A Call to Action for the Industry

Restoring a classic car should be an exciting, transformative experience, not a financial and emotional nightmare. By adopting a tiered system that breaks down projects into components and sectors, shops can deliver transparency, accountability, and excellence. Leadership must take responsibility for enforcing these systems, aligning staff with client expectations, and fostering a culture of integrity.

For customers, this means a restoration process that is clear, predictable, and fulfilling. For businesses, it’s an opportunity to stand out, build lasting relationships, and avoid costly disputes. As someone with over a decade of experience in automotive restoration, I’ve seen the industry’s potential and its pitfalls. My vision is an industry defined by professionalism, transparency, and trust—where every restoration is a dream come true. Let’s make it happen.

The automotive restoration industry has the power to create lasting memories for families and enthusiasts. By implementing tiered systems, investing in quality control, and holding leadership accountable, we can transform the industry into one that delivers on its promises. Let’s move beyond the “cowboys and Indians” mentality and build a future where every restoration is a masterpiece of craftsmanship and trust.

If my perspective resonates with you or you have a story to share, I’d love to hear from you. Visit my YouTube channel @Life In The Hard Lane or reach out via the contact page.

Erika B Armstrong

You Tube @ Life In The Hard Land