October 13, 2015Dear *** ***We are in receipt of your letter dated October 6, and as requested responding to the complaint*** *** came into our shop on April 3, for an estimate to have his *** *** paintedAt the time of the estimate it
was explained to *** *** that the correct way to address the issues on the top panels of his car (including the hood) was to strip the panels down to bare metal and apply a self-etch primer which embeds into the metal allowing the new paint to adhere properly to the bare metalTo do the repair this way it would have added an additional $to the estimate.As you will note on the attached copy of the estimate this was explained to *** *** but the customer declined and opted for the less expensive repairNow 2-% years later *** *** is stating that Maaco caused the rust on his hoodIt was explained to *** *** when he returned to our shop in April of this year that this issue was not a warranty issue and that we did not cause the rustWe offered to repair the rust and refinish the hood for a discounted price of $300.00, however, this was unacceptable to *** ***.if you have any other questions or require any further information, please do not hesitate to contact meSincerely,
Kenneth DOwner
November 13, Dear *** ***:
We are responding to your letter of November The facts are:
The year warranty that *** *** received was specifically for gloss and peelingPlease see the attached copy of the National Warranty BrochureRust occurs on older vehicles all the time......Our paint did not fail and cause the rust *** *** is complaining aboutIf *** *** had agreed to stripping the hood prior to painting the vehicle, as we had recommended he do, it may have prevented some of the rust that is coming up from underneath the paintHowever, *** *** declined our recommendation to save money(Disclaimer is documented on the original Repair Order of which you already have a copy.)
Moisture from behind the metal panels is one of the primary reasons for rust to develop and break through even factory paint jobs*** *** has stated that ownership has changedAgain this is incorrect MrD*** has owned the shop since In summary, *** *** has his facts wrong and is being unreasonable in his quest to get something for nothingIf you look at our customer service records for the last years (since I have owned the shop) or over the past years that this shop has been operating you will see that we have a very high customer service rating, and honestly am not aware of any other complaints made to the Revdex.com in the past yearsWe always strive to go above and beyond when it comes to satisfying customers until a specific customer like *** *** trys to take advantageOur rating in your Revdex.com is very important to us, and would hope you would consider the responses we have sent to you before posting any negative comments from *** *** on your websiteThankyou
Ken D,
Owner
[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: Here are the facts:
1)I purchased a paint job from Maaco with a year warranty2)There was NO rust on my vehicle at the time of service3)In less than years after Maaco painted my car, rust appeared in several areas4)I returned to Maaco to show them the rust. Ownership changed. Mr D***, the new owner, told me then that "moisture from the metal caused the rust."
5)In his response dated November 2nd, Mr D*** states "small stones flying while driving caused chips in the paint exposing the metal..." While I'm happy that Mr D*** finally has the chemistry correct, it's interesting that for the first years (it's a and was painted in 2013), no small flying stones caused any failures in the paint to allow moisture to get to the metal to cause rusting. However, in less than years after Maaco sanded and painted my car, I now have rust. What is the more logical conclusion: My vehicle is all of a sudden a stone magnet or Maaco did an inferior paint job? Or, will Mr D*** have a different conclusion in response to this note?
5)Maaco will not stand behind and honor their warranryAs a result of the above, please warn other consumers of Maaco's business practices. They sold a product with a warranty that is now defective and will not honor the warranty
Regards,
*** ***
October 13, 2015Dear *** ***We are in receipt of your letter dated October 6, and as requested responding to the complaint*** *** came into our shop on April 3, for an estimate to have his *** *** paintedAt the time of the estimate it
was explained to *** *** that the correct way to address the issues on the top panels of his car (including the hood) was to strip the panels down to bare metal and apply a self-etch primer which embeds into the metal allowing the new paint to adhere properly to the bare metalTo do the repair this way it would have added an additional $to the estimate.As you will note on the attached copy of the estimate this was explained to *** *** but the customer declined and opted for the less expensive repairNow 2-% years later *** *** is stating that Maaco caused the rust on his hoodIt was explained to *** *** when he returned to our shop in April of this year that this issue was not a warranty issue and that we did not cause the rustWe offered to repair the rust and refinish the hood for a discounted price of $300.00, however, this was unacceptable to *** ***.if you have any other questions or require any further information, please do not hesitate to contact meSincerely,
Kenneth DOwner
November 13, Dear *** ***:
We are responding to your letter of November The facts are:
The year warranty that *** *** received was specifically for gloss and peelingPlease see the attached copy of the National Warranty BrochureRust occurs on older vehicles all the time......Our paint did not fail and cause the rust *** *** is complaining aboutIf *** *** had agreed to stripping the hood prior to painting the vehicle, as we had recommended he do, it may have prevented some of the rust that is coming up from underneath the paintHowever, *** *** declined our recommendation to save money(Disclaimer is documented on the original Repair Order of which you already have a copy.)
Moisture from behind the metal panels is one of the primary reasons for rust to develop and break through even factory paint jobs*** *** has stated that ownership has changedAgain this is incorrect MrD*** has owned the shop since In summary, *** *** has his facts wrong and is being unreasonable in his quest to get something for nothingIf you look at our customer service records for the last years (since I have owned the shop) or over the past years that this shop has been operating you will see that we have a very high customer service rating, and honestly am not aware of any other complaints made to the Revdex.com in the past yearsWe always strive to go above and beyond when it comes to satisfying customers until a specific customer like *** *** trys to take advantageOur rating in your Revdex.com is very important to us, and would hope you would consider the responses we have sent to you before posting any negative comments from *** *** on your websiteThankyou
Ken D,
Owner
[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: Here are the facts:
1)I purchased a paint job from Maaco with a year warranty2)There was NO rust on my vehicle at the time of service3)In less than years after Maaco painted my car, rust appeared in several areas4)I returned to Maaco to show them the rust. Ownership changed. Mr D***, the new owner, told me then that "moisture from the metal caused the rust."
5)In his response dated November 2nd, Mr D*** states "small stones flying while driving caused chips in the paint exposing the metal..." While I'm happy that Mr D*** finally has the chemistry correct, it's interesting that for the first years (it's a and was painted in 2013), no small flying stones caused any failures in the paint to allow moisture to get to the metal to cause rusting. However, in less than years after Maaco sanded and painted my car, I now have rust. What is the more logical conclusion: My vehicle is all of a sudden a stone magnet or Maaco did an inferior paint job? Or, will Mr D*** have a different conclusion in response to this note?
5)Maaco will not stand behind and honor their warranryAs a result of the above, please warn other consumers of Maaco's business practices. They sold a product with a warranty that is now defective and will not honor the warranty
Regards,
*** ***