Icon Landesign, Inc.

Once again we contracted with ***He was very clear to me and nobody else since I'm the only one giving estimates, that this was for his wifeAfter doing this for over years and owning for the last years, I am crystal clear on what we are all about and what Maaco is all aboutMaaco has done a great job for over years advertising that we are a discount auto painterThe entire united states knows what we are aboutAdirian knew what we were all about and I did a great job going over all of that in our initial estimate togetherHe also completely looked over the entire vehicle before he picked it up and he loved itIt was a sunny day, the car was clean and he was completely satisfied when he signed the completion paperworkAgain, he said his wife will be very happyAgain, I will still touch up a few areas that may need to be touched up, but we don't return moneyWe have no way of collecting back labor, materials and suppliesEvery business has people that try to scam them out of moneyI still don't believe that this couple is that kind of classOur staff comes to work everyday to do their very best to satisfy all customersWe also realize that some customers are unsatisfiableIf there is something we can do within reason to satisfy them, we are here to do that- Thank You, *** ***, owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I do not agree he is not telling the truth what I said was if I knew it would come back in weeks I wouldnt had spent $of my last moneyOn the reicpt he he printed me out had no rust on warrenty and I went home and found my original reciept as I knew it was not on the receipt anywhere so he put that on there that is very wrongBut I do want him to repair the spots that the paint is chipping off life nailpolish and where it was bubbling up because my car wasnt all the way rusty threw it was the paint was lifting and I know a professional paint person can file / saw it out and put quality paint on there what I supposley paid for so could you please help me And I did ask him to keep repairing my car for the rest of its life if he had done it right the first time then I wouldnt have to go threw none of this $is alot of money for a single parent I expect to get what I paid for Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Please see the attached photos I also have more pictures, however, I am only allowed to upload 4.In response to the message below, I disagree with several things that were statedFirst, I never said that *** *** was my husbandDuring the initial conversation with ***, It was explained to him in detail that *** is my "boyfriend" and he was getting quotes for a quality paint job on my behalf. *** went on to explain to *** that my car had been recently stolen, and I wanted to explore options of having the car repainted a completely different color; as we were concerned about my safety due to the theftAfter their initial conversation, *** took me to Macco to meet *** and select the colorWhile there, I also personally put down a 50% deposit on my credit card (I also personally signed the down payment receipt) for the work to be done and upgraded to the premium paint and service.Although *** and *** discussed the difference in price compared to other shops, we were left with the impression that the craftsmanship would be qualityIn addition, I ultimately chose Macco because of their website and advertisements which speaks to their meticulous work.We weren't in the market for a $dollar paint jobHowever, I did have several quotes from other credible shops, which were only a few hundred dollars more than Macco, and included more optionsAgain, I chose Macco because of their website, and nation reputation for quality.In regards to me being satisfied with the paint job, on the surface from a distance everything appeared to be okayHowever, we are not familiar with painting vehicles so therefore we didn't quite know what we were looking atIn fact, when *** picked up the vehicle, no one from Macco escorted him out to go over the final detailsHe was basically asked to sign the document, which appeared to be a receipt and then handed the keyTherefore, he was asked to sign the document before he even saw the carAgain, we weren't familiar with the process so we thought that we were signing a receipt, and not a document acknowledging our satisfaction with the work.Once I notice the overspray, peeling areas around the hood, swirl marks in the chrome, and the roughness around the mirrors and doors handles, I asked *** to take the vehicle back to MaccoMy whole intent was to reach a solution and work something out.*** became very displeased when he felt that the customer service wasn't goodAs he was explaining our concerns to ***, *** made several references regarding the amount that was paid for the jobBasically implying that Macco was a only a place to get a cheap paint jobStating that we had to judge a Macco paint job from to feet away, and literally told *** that we get what we pay for!Let it be perfectly clear, this is not about scamming the system and getting something for nothing! My car was stolen, and all I wanted is to feel safeIt is however, about quality, good customer service, the way my concerns were handled, and my dissatisfaction with the work! Period!Respectfully,*** ***
Regards,
*** Cunninghma

Hello,As you may know, Maaco is a franchise system of auto body locations which are independently owned and operated. This customer had work done in January 2017 at this Maaco Location, the business owner and Franchisee at the time was John [redacted]. My company purchased the business in June 2017...

from John [redacted], after this customer had faulty work done. Not only do we have new employees and ownership since her job was complete, but we have no legal liability towards work performed by the prior owner before we owned this business. I spoke with this customer and explained this, and provided them with Maaco's Corporate number - I am not sure why she is submitting a complaint towards my company since we did not perform the work. As a new owner and new Franchisee, I am not responsible for work done by the prior owner. This customer needs to contact either Maaco Corporate or John [redacted] (the prior owner who performed the work) but unfortunately, we cannot help her given we did not perform the initial work to her vehicle that she claims is faulty.

First, we contracted with [redacted], not with [redacted]. Second, [redacted] used his wife's credit card, which he said was [redacted]. Third, [redacted] picked up the car, fully inspected it and signed off that he was completely satisfied. We can provide all these documents. Last,...

I went over everything that [redacted] was going to get before we started and he fully understood. He did upgrade to a better paint, the procedure is the same on all paint levels. [redacted] did bring a couple concerns to our attention and he knows I had no problem taking care of those items. There was one run in the clearcoat that we can wet-sand and buff out, a little bit of overspray we can clean up, not a problem. I did explain we don't take off mirrors or handles, we tape those off. He also knew that the average paint service from other shops starts out at $5000.00 dollars and goes up from there. His paint service was $1199.85 and $240.00 in body repair labor. He knew this was not a restoration paint service. He knew this was a great value for the money. [redacted] was an educated consumer. In conclusion, we still will gladly address those couple concerns but there will not be a refund. That would be like people that try to scam the system and get something for nothing and I know he is not that type of person.- [redacted]

What is circled is on every estimate and work order. I didn't put this on, this is in the computer program. And I most certainly did go over this with this customer and every customer that comes through the door. The home office of the franchise said this is done and over. I'm sorry if you feel this doesn't resolve the complaint, but a higher power over you that governs 480 stores said we covered all our bases that we needed to. If this wasn't covered like we do, you would be getting complaints all the time, and you're not. Home office says this is a closed matter when they talked with her on the phone. This case is closed. Thank you.

Everything was explained upon the first estimate and is clear on the estimate form.  Not only did I go over this but so did the franchise home office.  We have been through this a dozen times with this lady.  If we know rust, which is cancer to a vehicle, will come back right...

away, why would we even warranty a repair like that.  We would not.  No body shop will.  We didn't put it on her paperwork afterwards, it's in the computer, and is printed on every estimate. This lady refuses to listen.  I am the owner and the only estimator, and I go over that with every customer, for the last 25 years.  We never get any complaints on this, because I go over it with every customer on every repair.  I even asked her, would you warranty a repair if you know the problem will come back quickly.  She said of course not.  I explained that on a 2004 dodge Durango, if the manufacturer can't prevent fresh metal from rusting, how can you expect me to keep metal that is already rusted from rusting.  She did not know how to answer that.  If we retouch up her vehicle, it will look like that in two weeks again.  So according to her we are supposed to keep touching the vehicle up for the rest of its life.  I can't understand her logic.  Thank you, [redacted], owner.