Johnathan Blake

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
First of all, Maaco stated that first I inspected the car and then I signed the completion certificate and was satisfied with the repairsThis is a statementI signed the payment receipt because I had no choiceI had to sign it so that they could release my carI brought my car over to Maaco so they could repair it and not damage itAlso, the rear right door were NOT damaged, as Maaco statedInstead, the left rear door were damaged.In regards to the hinges, I have shown the left rear hinges that Maaco detached (removed) to a few professional people at body shops, and they told me that my original hinges are NOT worn downThe rear left door are STILL not closing/opening properlyIn order to open the rear left door, I have to pull the door handle at least times and then it will openMoreover, I paid for a NEW door and they have installed a USED door with yellow markings on the door from salvage yard stock inventoryIn addition, the left rear window is NOT workingIt is damaged. On January 4, 2016, I picked up my car from Maaco, for the 3rd time, and I have noticed that the left rear window is not working.I have never received from Maaco a National Warranty card, and they did NOT advise me to go to other Maaco to inspect their repairsI took my car to another body shop (*** ***), a *** body shop, so that they could inspect my car and tell me if everything is repaired and working as the professionals from Maaco have told meOn January 4, I went to Maaco with my mom and my sister to pick up my car so that they could see themselves if the car has been repaired, as Maaco stated; however, it was NOTWhen my mom was talking to John T*** and told him that they still did not repair the left rear door, MrT*** told us that they had repaired it and there is nothing wrong with the left rear door I was never happy nor satisfied with the repairs that Maaco has done to my car
Regards,
*** ***

[redacted] came into my shop on 12/8/2015 shortly after an auto accident which damaged the rear right door of her 2003 [redacted]. She wanted to repair the car without involving an insurance claim. She was given an estimate to repair the door and later decided to replace the door which generated a...

new estimate for a replacement door. We installed the replacement door. After she fully inspected the car, she then signed a completion certificate, stating that she was satisfied that the repairs were completed. (See attached signed receipt).A few hours later [redacted] returned to the shop and said she was concerned that the molding around the window and door had been cut to fit on the new door. It was necessary for us to do this because a new molding was not part of her original estimate, so we had to take them off the old door and put them on the new door. Consequently, in an effort to satisfy the customer, we at our own expense, replaced her moldings at a cost to us of $310.30. These moldings were given to the customer and installed free of charge. At this same time, she said the door was not closing properly. Upon inspection, we found that the door was closing just as well as the opposite door. She insisted that it closed better before the accident. In our professional opinion, comparing the hinges with the hinges of the opposite door, the hinges on both sides were functioning well but somewhat worn down by 13 years of usage. If this were an insurance claim, she would have been entitled to supplemental compensation to cover the cost of hinges, only if it was proven by the insurance appraiser that the hinges were in fact damaged from the accident and not from the normal wear and tear on a 13 year old vehicle. In our professional opinion, this was normal ware and tare for a thirteen year old vehicle. But in another effort to satisfy this customer, we told her that perhaps she may want to replace the hinges. We replaced the hinges at no cost for labor or paint - she paid only for the hinges themselves, at our discounted cost which is below list price. Which would have been below any price she could purchase the hinges for on her own or through another body shop.She then returned on January 4, 2016 to pick up her vehicle with her mother, who appeared to be belligerent upon arrival.She immediately began to open and close the door repeatedly - which opened and closed just fine - but she insisted that it was still wrong and we did not know what we were doing. We tried to explain to her that there was nothing further we could do, as the door closed just the same as the opposite door. [redacted] mother was increasingly irate and would listen to nothing we had to say. We advised her that the National Warranty card that she received with her first receipt states that if she is not satisfied with her repairs, she can go to another MAACO and have them inspect the repair. She refused to do that and took it instead to another body shop, who she said is a family friend and he called our shop on January 8, 2016, demanding to know what we did to the car, because now the window isn't working... the window was fine when she originally left here on December 21, 2015 and was never part of any of the repairs.In an effort to finally satisfy [redacted], we would like to invite [redacted] to go to another MAACO to have these repairs inspected, according to her warranty. We have never refused to try to satisfy [redacted]. We have made every effort to handle her repairs in the most economical, efficient and professional way possible.