Eagle Window Home Improvement Company

Hired Capital Chimney through a flyer we received when we moved to OrleansTwo young men came to do the fireplace inspection and cleaning (Eric & Robert) and they were polite, respectful of my home and got the job done quicklyThey answered my questions honestly and offered services I needed (an animal screen) without making me feel I had to purchase it (even though I took their professional advice)Overall great service and would call Capital Chimney again

This customer's complaints have been responded to.  His vehicle has a warranty which can be used upon his repair being paid for in full.

When this customer dropped his vehicle off for repairs he was told that the estimated time of completion was 7-10 business days.  The work requested was an overall two tone base coat clear coat finish.  We advised the customer that due to having to do multiple colors that it would take...

longer than normal, hence the 7-10 business day turn around.  He dropped his vehicle off on Wednesday 12/16/2015.  We were closed for Christmas day 12/25 and the following day 12/26.  The customer called on Monday 12/28 to inquire on the status of his vehicle and was told that it was not completed and would be ready the week of 1/4/2016.  After getting off the phone with us he called our corporate office and told them that we had promised him his car back to him around the 29th of December.  After receiving the phone call from our corporate office and becoming aware of the situation I decided that it was probably in the best interest of both the customer and Maaco that we not paint his car based on the belief that we were not going to be able to satisfy this customer.  My decision was not based on the customers phone call to our corporate office, it was based on the fact that he was told when dropping his vehicle off how long the job would take (holidays must be taken into effect) and he was not willing to give us adequate time to complete the job properly.  I never told the customer that I was unhappy that he had called our corporate office.  The customer has requested that Maaco pay for his rental car for a week while he is having the work performed at another shop.  I respectfully decline to do so.  When I called the customer to tell him that he needed to come pick his car I offered to call his insurance company and work out his rental situation so that he would have his rental when he found another shop to do the work.   The customer never took me up on that offer.  I am sorry that this particular situation ended poorly but I believe my decision was in the best interest of the customer and Maaco.

Hired Capital Chimney through a flyer we received when we moved to Orleans. Two young men came to do the fireplace inspection and cleaning (Eric & Robert) and they were polite, respectful of my home and got the job done quickly. They answered my questions honestly and offered services I needed (an animal screen) without making me feel I had to purchase it (even though I took their professional advice). Overall great service and would call Capital Chimney again.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To Whom It May Concern,                I am writing this in response to the owner’s rebuttal to my complaint. He states that I was never told that the vehicle would be ready around the 29th, but I have spoken to the insurance adjuster from [redacted] and he stated that he called them on the 23rd and spoke to a person named [redacted] to get an update on the repair so that he could adjust my rental. He stated that he was told by [redacted] at that time that the repairs had already begun and the vehicle should be ready on or about the 28th or 29th. Also I was told the same thing when I dropped off the vehicle on the 16th. When I found out that work had not even begun on the car when I called on the 28th [redacted] told me at that time that they had been backed up due to the holidays. I asked him why I was not informed or why did he tell me to drop it off on the 16th if they knew that they would not be able to get to it weeks later. [redacted] responded by saying that it needed to get in line. I replied with “isn’t that what appointments are for”. It makes no sense to me to have a vehicle sit for almost 2 weeks with no work being done to the car. After that conversation I looked up other reviews from customers that went to maaco and found that a lot of other people have experienced similar things, which is when I made the decision to call the corporate office and file a complaint. Not 30 minutes after making that complaint I received a voicemail from [redacted] telling me that Robert just got off the phone with corporate and wants you to come pick up your vehicle. When I called back and spoke to Robert he repeated the same thing.  And said since I called corporate he does not want to work on the vehicle. With this in mind Robert cannot say that this was not the basis of the action that he took. I was told that my vehicle would not be worked on when I complained to [redacted] it was only after Robert received a call from the corporate office that this came about. And once more the representatives of Robert’s shop lied about work being done to the vehicle and to me when I was told that work would begin shortly after dropping it off. I do not expect anything from Robert in this matter but he should at least apologize for the fact that my car sat for 2 weeks and no work was done and that lies were told leading people to believe otherwise. This is very unprofessional, and unacceptable.                                                                                                                                                        Sincerely,                                                                                                                                                                   [redacted]

I have apologized to the customer.  Unfortunately there are several misunderstandings about dates and time expectations still present that I have already addressed in a previous response.  Once again I felt it to be in the best interest of the consumer and the business to not complete the work on this customers car.  Our sincere apologies are expressed in this situation.