Maaco Auto Painting & Body Works

I did tell him around dollars but he didn't explain that his father added more things to doAlso when I looked at job it was dark in building This is everything we had to do: we had pipe in drains and water for washer and sink, we had to tie lines into main sewer, repair drain for lavatory, drain water heater and raise it so we could run pop off line to outside, then I spent two hours fixing leaks that we didn't install I also had to pull permit and get inspection He also didn't tell you that I gave a dollar discount I am sorry he feels this I have worked for his father for over years, he was there the whole timeI would never take advantage of any my customers

This issue is being resolvedMy apologies to my customerThe part was sent [redacted] signature required and returned due to being shipped to the wrong addressA call was made by me, the owner to evidently what was Mr Customers wife's cell phoneA message was left and I attempted to deliver the part I live just down the street from Mr Customer and at approx7:pm one Friday evening prior to my leaving town to go fishingI arrived at the address I had, and the residence was emptyIt also had a for sale sign in the frt yardOn the following Monday, I addressed the vacant house issue with my estimator and Im assuming he took it that the customer had moved and he did not follow upAfter receiving the Revdex.com complaint I called the number on the complaintI was able to speak to Mr Customer and we are resolving the issueI delivered the part to the address across the street from the vacant house I had previously gone to, and spoke with Mr Customer within minutes of receiving the Revdex.com complaintPoor service and quality are not tolerated in my business from my employeesThe employee was written up and I operate my business on the strikes ruleThe actions my employees make are a direct reflection on me and my businessI sincerely apologize

August 18th went to Maaco in LONGWOOD Florida for the $Dollar special they are advertizing on T.V Very Deceptive Advertizing It turns out that it's really $after primer and sealingThe owner Chuck became really hostile when My Husband told him that their ad was deceptive, then followed my Husband all the way out to the parking lotTalking Down to Him calling Him a Stubburn old man Refused to give My Husband his Business card so I can report him to the Revdex.comBEWARE and report Fraud to stop others from Wasting their time Like WE did

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me And this owner is truly an honest and fair man it was a pleasure to deal with this type of business owner He does go above and beyond awesome !!!!

Came here to have my front bumper replaced after a minor collision Soon after I paid them I discovered that they did not reconnect my fog lights after replacing the bumper While I was inspecting my fog lights I also discovered a plastic piece that was broken and never repaired inside the bumper They simply put the bumper back on and neglected to fix the damage and hoped that no one would notice Store manager said that the best he could do was fix the item that his guy missed the first time around at cost If he truly wanted to make this right he would fix his guys mistake at 100% his expense Needless to say, I will never again return to Maaco

The car was initially dropped off January 25th by my brotherI currently live in Florida for a few months for work so I had him drop off my CarUpon picking it back up he realized they missed some areas of the car and took it back a few days laterA second time On 2/15/ he went inside to tell them he's dropping off the car and to show him what's wrongNext thing my mother saw was the man working there barreling out of the doorAt that point my mother got out of my car as the representative was yelling at my brother telling him the hinges can't be painted on the trunk because paint would get in the carThey would need to remove the trunk to paint itMy brother tells him he painted the doors and paint didn't get inside the carMy brother proceeds to show him where paint was smudged before it completely dried and trash had gotten into the pain as well before it driedIt's very evident because trash otherwise wouldn't have paint on itThis man is yelling and screaming from th

Firstly I'd like to state that I did not write Mr***'s original estimate myself. It was written by my very experienced colleague of years, and I trust her word and opinion implicitly. In regards to that estimate she has informed me that when she evaluated Mr***'s vehicle
she did notice the damage on the fender and asked Mr*** about it. He in turn said to her "my only concern is the bumper, because that's what bothers my wife". That is not at all an uncommon thing for us to hear as a large amount of our business is elective paint and body repairs where people pick and choose what they'd like to fix, and oftentimes they choose to only fix a portion of their vehicle's damage for a variety of different reasons. When Mr*** picked up the vehicle he did mention that the fender was not fixed, so I in turn showed him his repair order that only had the replacement of the bumper and some related parts on it. While he was definitely frustrated, he implied that he understood. In the interest of customer service and making out customer happy, I offered to fix the additional damage for half priceRoughly $200-$300. He said that was fine and he'd contact us in a few weeks to schedule the repairI feel that offer was more than sufficient to resolve the situation.Fast forward to this week, and Mr*** comes into the shop with a "friend". Mr*** doesn't say a word to me, but this "friend" starts asking me questions about our estimating process, eventually reaching a point of demanding that we fix this free of charge. He gets pushier and ruder as the conversation goes on, leading me to believe that he was attempting to intimidate us or possibly "strong arm" the response they wanted from the shop. I refused, explaining, again, that he didn't pay for it in the first place. Eventually I had to ask this "friend" to leave and to contact our corporate customer service line if they want to press the matter furtherHe proceeded to sit in his car in our parking lot for around minutes, likely doing just that.While I accept that a miscommunication between Mr*** and my estimator during the original estimate is a possibility, I do not feel that what could be ultimately be called a clerical error should award Mr *** $500-$(retail) in free repair workHe did, after all, receive a copy of the original estimate, a copy of the repair order when he dropped it off, and he signed said paperwork at the time of dropoff. Plenty of time and opportunity was available to review said documentsI've attached a copy of these documents for review

Complaint: ***
I am rejecting this response because:
Regards,
* *** ***

Let me open by saying I feel it's regretful that this situation has come to this, and I look to find a resolution for it as soon as possible./Firstly, the time we had approval from the insurance company for the repair was 8/8/17. At that time I informed Mr*** that we were very busy, and
the repair would run 2-weeks as the repair on his vehicle is very extensive. The insurance company was informed of this as well. At this time, the car has been in the shop for days, though you can subtract 1/days from that total from when we had to file a supplement for additional damage on 8/18. Mr *** is correct in saying that I informed him it could be up to another week before the vehicle is completed. The primary reason for this, in addition to the scale of the overall repair, is that one of my body techs was out sick for a week, up to and including a hospital stay. That said, this is a smaller shop and I only have body techs, so it was everything we could do to keep our day to day rolling as well as make some progress on Mr***'s vehicle during that time. All that said, I am sympathetic to Mr***'s frustration. Why I don't feel giving him $is necessary, I am perfectly fine with covering some of the rental car charges if he does, in fact, end up being out of pocket on them.Sincerely, *** *** Maaco Round Rock

I did tell him around 800 dollars but he didn't explain that his father added more things to do. Also when I looked at job it was dark in building.  This is everything we had to do:  we had pipe in drains and water for washer and sink, we had to tie lines into main sewer,  repair...

drain for lavatory, drain water heater and raise it so we could run pop off line to outside, then I spent two hours fixing leaks that we didn't install.  I also had to pull permit and get inspection.  He also didn't tell you that I gave a 300 dollar discount.  I am sorry he feels this.   I have worked for his father for over 10 years, he was there the whole time. I would never take advantage of any my customers.

August 18th 2015 went to Maaco in LONGWOOD Florida for the $299. Dollar special they are advertizing on T.V . Very Deceptive Advertizing . It turns out that it's really $749.00 after primer and sealing. The owner Chuck became really hostile when My Husband told him that their ad was deceptive, then followed my Husband all the way out to the parking lot. Talking Down to Him calling Him a Stubburn old man..
Refused to give My Husband his Business card so I can report him to the Revdex.com. BEWARE and report Fraud to stop others from Wasting their time Like WE did.

4/16/2015 Maaco [redacted] ID [redacted] Pertaining to the 2007 Honda Accord, if the door is not shutting correctly it sounds like it could possibly need to be adjusted. If it is not aligned, this could cause the wind noise. Wind...

noise would not make a vehicle unsafe to drive. As far as the window being inoperable, it was working when it left the shop. It might be a switch or window motor. I don't know who told [redacted] he only had a warranty until May 2015 . He has a lifetime local warranty as long as he owns the vehicle. [redacted] should bring the vehicle back to the shop for adjustments. Maaco does not report vehicles deemed as a total loss, that would be the insurance company. I do believe that would have been [redacted] Insurance since they told [redacted] it was a Total Loss. I have done some research and the only way the total loss could be taken off is if [redacted] can remove it.Thank you,  [redacted]

Dear Ms. [redacted]: [redacted] picked up her 2006 Mercury Mariner on 12/18/15.  The total of this repair was $1617.13.  Ms. [redacted] inspected the repairs and was satisfied with the work done. On Monday, 01 February 2016, her named fiancé, [redacted], brought the vehicle to my shop. Mr....

[redacted] said he needed me to look at it for warranty work.  We went outside in the front of the office to look at the vehicle.  I saw a crack in the bondo repairs and told him that it should not have happened and it would be taken care of; however, upon further inspection of the vehicle, [redacted] and I noticed a dent the size of a silver dollar in the left quarter panel that our shop previously repaired and painted.  We also noticed damage on the left side of the rear bumper that we also had painted during the initial repairs.  I told Mr. [redacted] and he AGREED that there was NEW damage from a NEW accident that was not present when [redacted] picked her vehicle up from having initial repairs completed.  His response to me was “one of those 19 year olds must have run in to me at the jail where I work and did not tell me”!  He also asked me if I would write him an estimate for repair cost.  The estimate amount for these additional repairs was $554.29.  Mr. [redacted] said that he would show Ms. [redacted] the additional damage and get back with me. Later (I’m not absolutely sure of date), Ms. [redacted] contacted me at Maaco.   She said that “Maaco got her car finished earlier than she expected, so we must have done inferior work”.  Please note that during the Christmas through the New Year holiday season my shop closes for 2 ½ days per week.  All employees work 12 hour days to get cars repaired and back to customers as promptly as possible for the holidays.  Work on Ms. [redacted]’ vehicle was no different than any other vehicle repaired at our shop for any other insurance company, ANY TIME.  Then Ms. [redacted] went on to say that we must have used inferior products.  Again, please note that the products we use come from the same suppliers as any other body shop or dealer in town.  So, for her to say we used inferior products, again she is misinformed. She went on to say that someone must have dented her vehicle in the front of our shop before Mr. [redacted] and I could go outside to look at her vehicle in the first place.  Again, this is absurd.  There was a customer parked next to Mr. [redacted] when he arrived, and the same customer never started his vehicle or moved his vehicle and was still in the vehicle talking on his phone when Mr. [redacted] drove away. One other item I want to mention, was she mentioned the way I talked to her.  I am 65 years old and I do not plan to change the way I talk to ANY customer ANY time just because one customer doesn’t like it!  That is the way I talk to each and every customer…that is the way I am…that is just me…and I will NEVER change…”get over it”….if you don’t like someone trying to be nice to you then go somewhere else that will be rude to you!  If the way I talk makes people insecure, I am sorry for that and I apologize if that’s what certain people require… I repeat I will NEVER change.  I am too old to learn a different way to talk to MY customers, friends, family, and employees (which are grown men) alike.  Get over it!! Ms. [redacted] also states that she talked “calmly” to me over the phone.  If this is her version of a “calm voice”, then I don’t want to hear any of her “other voices”.  Everything that I said to her, she would say that I was “wrong”.  She also said that I “laughed” at her – wrong again.  Ms. [redacted] also stated to me that she “meticulously” inspected the quarter panel and could see NO new damage.  This is confusing to me as to why her fiancé asked me to write an estimate to repair the new damage.  She insisted over and over again that there was no new damage to the vehicle.  I told her to let her fiancé show her the damage when he gets home.  In no way did I ever insinuate Ms. [redacted] to be, in her words “an incompetent woman who has no business speaking to men about automobile issues”.  I told her “I’m sorry, sweetheart (or something similar), someone has run into your car again that we just repaired less than 2 months ago”. Ms. [redacted] did not want to hear this and in her “calm” voice began to tell me that I did not know what I was talking about” (maybe not in these exact words but close).  Ms. [redacted] appears to be a person that does not like to hear the word “NO” or any difference of opinion.  Ms. [redacted] was very rude and absolutely would not listen to anything that I had to say.  Yes, I hung up the phone; however, I did not laugh at her or “belittle” her in any way.  She quoted the “industry standard warranty” to the letter; however, she left out the part where additional collision damages are not covered under the initial damage warranty. We have the highest customer service ratings in the industry.  We are very proud of this ranking and do everything in our power to maintain this status; however, it does not work all the time, as this letter states. In my opinion, which means nothing, someone knows how this damage happened and “will not” or “is afraid” to say the truth. At this time we are trying to correct this problem with insurance company involvement also.  If you have any additional questions or comments, please feel free to contact me @ [redacted] M-F, 8:00 – 5:00. Sincerely,   [redacted] Owner/Manager

This issue is being resolved. My apologies to my customer. The part was sent [redacted] signature required and returned due to being shipped to the wrong address. A call was made by me, the owner to evidently what was Mr Customers wife's cell phone. A message was left and I attempted to deliver the part....

I live just down the street from Mr Customer and at approx. 7:30 pm one Friday evening prior to my leaving town to go fishing. I arrived at the address I had, and the residence was empty. It also had a for sale sign in the frt yard. On the following Monday, I addressed the vacant house issue with my estimator and Im assuming he took it that the customer had moved and he did not follow up. After receiving the Revdex.com complaint I called the number on the complaint. I was able to speak to Mr Customer and we are resolving the issue. I delivered the part to the address across the street from the vacant house I had previously gone to, and spoke with Mr Customer within minutes of receiving the Revdex.com complaint. Poor service and quality are not tolerated in my business from my employees. The employee was written up and I operate my business on the 3 strikes rule. The actions my employees make are a direct reflection on me and my business. I sincerely apologize.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  And this owner is truly an honest and fair man it was a pleasure to deal with this type of business owner He does go above and beyond  awesome !!!!

Complaint: [redacted]
I am rejecting this response because: After your continued insults and unprofessionalism, I took the vehicle back to the insurance company and they agreed with me that your product was faulty. You laid your bondo product too thick, which caused the crack to occur from such a minor dent. You're 65 Mr. [redacted]...so you clearly had time to learn how to properly speak to a customer. My complaint has not changed, as you continue to insult me to "get over it and "don't want to hear any of my other voices"". Your customer service needs improvement. You also never went over the repairs with me and where more than happy to wave me on my way. The work initially completed was clearly not done properly or the crack wouldn't have occurred. Anybody can be happy that their vehicle looks whole again. It's when we notice the imperfections once the corrections have been made; And notice they are not corrections at all.In the end, it's my opinion that matters, not one of my fiancé. My vehicle, my opinion. He agreed he saw a dent....I agree with the insurance company that you're work was faulty. 
Regards,
[redacted]

Review: I sustained some damage to the front bumper and driver's side fender of my car. We were given a quote by Maaco that the bumper would be $375 or we could fix all of it for $700. For financial reasons we opted to just fix the bumper for now. They said they would have it ready in four days. We dropped it off Friday after hours with a note (as instructed) and we were supposed to get a call Saturday morning to confirm everything. They didn't call Saturday, or Sunday, or Monday! We called them on Tuesday and they reaffirmed front bumper, $375, 4 days. Didn't hear anything for a few days and called them again Friday I believe and they said they were waiting on the bumper to arrive. Didn't hear anything for another few days, called them Monday. This time they said it'd be ready tomorrow. When I didn't hear anything by 3 on Tuesday I called them again. Now they were apparently waiting on brackets to arrive, but it'd be ready first thing in the morning (they said). It was finally ready to be picked up Wendesday afternoon. Three times as long as I was quoted with no phone call. Pulling into their parking lot I was horrified to see my car with scratches on the bumper and a chunk of it ripped out, just like when I brought it in. I asked the owner about it and after checking out my car and some files on his computer, he told me they had only replaced the middle section of my bumper. And then he told me it would still be $375! After discussing the situation with him for some time he admitted it was a mistake on their part, that his guy should have called and communicated with me, and that over a week and a half was ridiculous but refused to do anything about it. In fact, he wanted to charge me another $300 to fix the rest of my bumper. I had to pay full price for half the work. I don't appreciate the way I was lied to, deceived, treated and dismissed. The worst part was the company's promise is on a large cardboard cutout right there in the lobby that says the work will be done ontime, on budget and satisfaction garunteed. None of those were upheld.Desired Settlement: I want my car fixed for the price I was quoted. I don't want any extras, just a fully repaired bumper for the $375 I already paid.

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated that it was a miscommunication between their company and the consumer. The consumer's bumper has multiple parts to it and the consumers husband choose to repair the most damaged part of the bumper. [redacted] is offering to help the consumer out with the bumper and discount the price of the repairs.

Review: I wanted to report an incident with this business regarding timing for the work that was promised.Originally I went to their premises and obtained an estimate to paint my car and to install the tail wind deflector as well as the Mud guards that I had purchased.I spoke to the gentleman that was there at the time and was given an estimate for the work and was told that the work would take approximately one week.I then proceeded to wait and the following Monday 4/15/2013 I took my car and asked the person that was there that I wanted to leave it so that they could do the work. The person that was there told me that it would take one week to complete.All this time, I was expecting the work to be completed by the following Monday 4/22/2013.I then called the office and asked them to make sure that they were going to install a silver pin stripe on the car, the person that answered the phone told me that the pin stripe was not included in the estimate and that it would cost $ 30.00 extra, I told them to go ahead and add that to the work.When Monday 4/22/2013 arrived I called the office once more and asked when was the car going to be ready to be picked up and I spoke to a person by the name of [redacted]. He told me that they had an issue with the paint and that he was going to need more time to complete the work. I then explained to him that do not have any friends nor family here in Richmond and that I needed the car to drive back home to Florida. He replied that he would call me once the car was ready.I have been calling them every day since Monday and I always get the same excuse, we are having problems with the paint and it is going to take longer. That they will call me when the car is ready. So far unless I call them, no one calls me to update me on the progress.Today is Friday 4/26/2013 and after waiting all day, I finally called the shop once more. [redacted] did not come to the telephone, instead he told another employee to tell me that he would call me tomorrow Saturday 4/27/2013 at 10:00 am.Desired Settlement: After he promised me that he would mail the side molding that he never installed on the car due to delays, today it is 5/31/13 and I have not received yet. I call him on a daily basis to find out when can we expect to receive it and he has a different excuse for it not arriving. From that his admin person mailed it via [redacted] to that it was returned to him, but he does not why, because he has the correct address for my home in Florida. We need the part sent to us, that is all!

Business

Response:

WE SENT MLDGS OUT

FEDX ON 05-31-2013 SHIPPING #[redacted] THANKS FOR YOUR HELP

Review: My vehicle is not working and is due to use of Maaco employee(s). It I a dealer maintained [redacted] and has had zero problems. 6/10- dropped off vehicle, I was informed job would be done By 6/14. [redacted] personally started vehicle on site and drove vehicle into front building/ bay under my supervision. [redacted] stated how well it drove and complimented how smooth it ran.6/17- called [redacted] to see why vehicle not completed. [redacted] told me he would go and check on vehicle and call back within a couple minutes. 20 minutes later, no caLl from [redacted]. decided to go check on vehicle personally with my wife. vehicle had been moved again since my last visit into the back building in the bAy.Vehicle not ready yet6/19- vehicle now relocated to front parking lot, paint job completed on front and rear bumpers. Paid for services. (Before leaving, I checked bumpers more carefully and under vehicle. And noticed pitting on bumper, bad workmanship throughout, and overspray in wheel wells and mufflers. [redacted] had told me both bumpers would be removed for paint to avoid overspray because "that is the right way to do it".I quickly noticed that hood was unlatched, doors were unlocked in unsecured/unfenced lot in front of building in bad area of town, also noticed glove box was open with light on. requested for key and informed that key was in driver side visor. Vehicle would not start. Jumper cables no start. bAttery charger used, no start. jumper box used, no start. I left vehicle at site and informed [redacted] to fix vehicle to condition it was in when I left it. [redacted] said he would contact me that day, no call. His other employee said they would look into it. Bumpers were painted while on vehicle...hood wouldn't have to be opened because it opens opposite ( from windshield forward) battery location is in trunk. Why was the hood latch ever opened in the first place? Possibly to fix a problem they caused or it was damaged while left unsecured with keys in it. 6/20-called [redacted], he immediately transferred me to another employee who told me he would try to charge the battery again. He would not speak to me. I told employee to fix problem because it never had a problem when I brought it in, I then told employee to have [redacted] call me that day. Employee told me thAt [redacted] would be available in one hour and would call me. No call.6/21-open for business, no call6/22-open for business, no call6/24- 9:40am, called [redacted] again, he said he thinks it is the timing chain or belt based on way it sounded when I tried to start it. He said he would call within one hour. No call6/25- called at 9:00am asked for [redacted], busy with another customer. Called back at 3:00pm to tell me he doesn't know what is wrong with it. He said they are a body shop and don't take responsibility for mechanical failures. He requested vehicle be picked up. In meantime I contacted corporate office (parent company called [redacted])And cannot get hold of them.Desired Settlement: Paint job is terrible. Refund for bad work performed and overspray all over wheel wells and undercarriage. Primarily my concern is to have Maaco pay [redacted] dealer to transport, diagnose and fix my car to its original status.

Business

Response:

After speaking with [redacted] from the company on 7/26/13 he stated the customer's car was painted prior to the customer bringing the car to the shop. The company is not responsible for any mechanical failure while car is in the shop being serviced.

Review: [redacted] placed Molding Rocker panels on my car on 3/19/2015. I told [redacted] the panels were unsecured on both sides. [redacted] asked the technician about the missing clips because a few of them were missing and he said they weren't sent with the panels. [redacted] said he would order the clips and will call me once they arrive. [redacted] called 3/25/2015 stating the clips were in and would be ready to assemble on 3/26/2015,which is the day I came back in. While the technician placed the clips in the panel on the driver side, I told him the a clip was missing on the passenger front end of the panel...he said [redacted] only sent 4 clips. He asked the person who ordered the part about it and they said they will order the 5th clip. I called 4/1/2015,[redacted] said he will call me that day or the following morning, but he didn't call. I called the next day, 4/2/2015 and was told [redacted] would call me back, but he didn't. I have not received a call from [redacted] , the owner, regarding the part for my car. I paid for parts and labor, so I don't understand why this particular Maaco location's behavior has come to this. It is 4/7/2015 and [redacted] still has not contacted me. [redacted]'s business is extremely unprofessional, inexcusable, and unacceptable.

Thank youDesired Settlement: I want the work completed properly and immediately.

Business

Response:

Mrs. [redacted] has been a wonderful customer to work with so we are a bit taken back as to her discontent. We informed her that her parts were on back order and that we would call her when the parts where in stock. Unfortunately it appears that the parts were not her in a time frame that fit her patience limit. Since this incident we have received the parts and installed them for her. We have gone out of our way to be as accommodating as possible to suit her schedule and we even painted her rocker panels for no charge because we made a mistake at the time of the estimate. We at Maaco feel that we have done our very best to handle this situation as best as possible considering the bumpy road that the parts supplier forced us down. Thank you for your time.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted].[ I received a call from [redacted] on 4/9/15 @ 1:54pm, 1 day after Revdex.com’s complaint submission that the part was ready. He asked when could I come in, and I stated asap. I arrived later that day, he attached the part and I thanked him. There were 14 days of no phone calls from Maaco, since 3/25/2015 @ 11:08am. After calling on 4/1/15 – 4/2/15, and told someone will call me back, I was more than patience with this company. On 3/13/15, [redacted] quoted parts and service charges, and gave me a copy, hence he was very aware of thetransactions upon my arrival, and therefore there were no accommodations on my behalf. All customers are valuable and important, and every business needs to honor and adhere to their commitments loyally without embarking sarcastic excuses in order to avoid customer's phone calls.]Sincerely,