Maaco Auto Painting & Bodywork

Very happy with body work and paint done on my Dodge Ram Wuan the sales manager was very knowledgeable and gave me a quoteMy truck was done days ahead of schedule and Wuan gave me a call to inform me, would definitely recommend to friends and family Maaco did a great jobA+++

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ Contact Name and Title: [redacted] t[redacted] / mgr Contact Phone: XXX-XXX-XXXX Re: [redacted] / javalin ro [redacted] When Mr [redacted] brought his project vehicle in, we origionally proposed to strip entire vehicle to bare metal/ which had multiple layers of existing body work and paintAccording to original estimate we were to advise customer of corrective body work needed to be able to get to the point of painting the vehicle We accomplished this and so advised mr [redacted] / he then was instructed to come in to inspect and to sign an updated estimate with me ( [redacted] t [redacted] ) mr [redacted] did sowe were in the process of completing the rest of the body work, when mr [redacted] came in and made spurious accusations about his radio which we believe was taken out when mr [redacted] had someone else remove the dash prior to bringing his car to MaacoHe accused my son of taking the radio out / then he accused [redacted] (assistMgr) of removing radio/ I questioned everyone in my shop/ no one had even touched the dash or radio We have a outstanding reputation for honesty and quality of work, and I take it personally when someone accuses us of steeling anything Mr [redacted] is a difficult person, has changed his mind multiple times / has sent us aftermarket parts to install from a completely different carAsked us to remove and reinstall seats for upholstery workAdd sound deadener/ spray in bed liner / paint the vehicle multiple colors / with bizarre masking and two tone schemes I (***),the store manager with no disrespect or animosity made the decision to stop work on the project and to have Mr [redacted] remove his vehicle from the facility/ we primed the left side of the vehicle which was in process to protect bare metal / we only charged him for what we had finished and showed him line by line what we had accomplished/ we had taken various trim and chrome parts off at no charge so he could have them re-chromedThe turn signals are masked off, they are not painted over as claimed/ we did no paint work on the vehicleWe carefully documented everything that was done and the customer had his advocate to inspect the car who gladly paid the billWe returned everything that was associated with the car from our shop, customer left hood here and was advised to have it picked up I have conducted myself professionally throughout this process and have nothing to apologize for and will in no way offer any reimbursement to mr [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ After being held up by the insurance for a little while, we delivered the vehicle back to the customer Friday 11/6/and saved half of their deductible because of the inconvenienceplease close that case and restore our good standing with the Revdex.com Thanks

Initial Business Response /* (1000, 5, 2015/07/21) */
this complaint if filled with so many misrepresentations of the facts it reflects a willful ignorance on the part of the customerfirst : we had the vehicle for a full week, during which time we power washed (with a water based degreaser)
chemically cleaned with a solvent based cleaner/ we lightly machine sanded with grit sand paper / then hand sanded with a grey scotch-brite pad over the entire exterior of the vehicle./ after that we again power washed the sanding dust off the vehicleThe vehicle is dried/ masked off carefully , then pulled into the paint booth where it is blown wiped and tacked, then we applied a sealer which is designed to adhere to old paint and to customers primed areas ,it gives an even color base for the new paint then the exterior of the car gets two coverage coats of paint and a final coat (three coats of DuPont urethane)I might add that I am the production manager and I personally oversee every paint job and make sure no procedure is missed, SO WHEN A THIRD PARTY STANDS THERE TO MY FACE AND ACUSSES ME OF LIEING AND TELLS ME THAT WE DIDNT PREP THE CAR , I MADE IT CLEAR THAT I WASNT GOING TO TALK WITH HIM BUT ONLY THE CUSTOMERsecondly I did explain, and did show the customer the original estimate which he signed, which clearly states that customer did his own body work /primer and rough sanding and that there would be no warranty and that imperfections may show, also that maaco cannot assume responsibility for defects in painted areas caused by customers body fillers / or primer/or over possible cracked or peeling paint that has been sanded overI only said this one time , the customer completely ignored this and proceeded to blame my crew
customers complaint also stated that we did not call them back , this is totally as I called them back Monday the following business day July 13ththe conversation was professional despite the threats by colleen that she would disparage our businessI calmly asked her to bring the vehicle by the shop so I could address the complaints
additionally , I did address the imperfections as they were all around the vehicle specifically where *** claimed to have used some spot putty/ I explained to him that what he was complaining about was pinholes in his filler or primer due to temperature or too much or too little activator in his primer or fillerhe listened and half heartedly agreed, at which time a third party began accusing us and calling me a liar at which time I made it known that I would not be talking to him and that he doesn't know what he's talking aboutthe customer then proceeded to try and find something else to complain about which were two areas, one under the hood (not on the hood as stated in complaint) an area that is partially covered when hood is closedthe rough area was due to his dry spray primmer which built up in the partially covered area,(nothing to do with painting the outside of the car, he then pointed out the lower part of the plastic bumper cover that is only 6-inches off the ground and is underneath the car(the bumper would have to be removed to paint the underside*** then began to demand that I give him a refund at which time I said absolutely notI was not rude or unprofessional with the customer ,who proceeded to make threatsAt that time it was time to walk away
Finally the paint job that we applied to the vehicle looked very nice and even , and glossy,the only places that looked bad where the areas that the customer had pinholes in his body work , we applied the same treatment to the whole vehiclethe imperfections were not related to the paint materials or the procedures or the workmanshipwe will in no way offer any refundI understand that the customer is unhappy but he should be unhappy with his own amateur and novice body work and acknowledge what was explained to him and what he signed
please close this matter and restore our good ranking with the Revdex.comas we continue to provide quality and good customer service and relations in our community*** T*** (owner/ production manager)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:er Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
I have spoke to the owner about my issues and this manager *** still has not satisfied me with whst I orderedHe charged me a extra five hundred dollars and promised that I would be 100% satisfied with the resultsWhen I took the truck back there was a issue with the top of the truck which was done poorlyHe was aware of thisHe said that he would be stripping the whole top to bare metal and repaintingThe top still looks poorlyI have taken it to a body shop and they informed me that the reason the top looks like it does its because of poor prep workSo once again the manager has lied to me and took my moneyFurthermore he left out a 4xchrome letter and the word sports which he said he would order and purposely ordered the wrong colorI have chrome 4xand the word sports in chromeThis is unacceptableI want the $this guy stole from me I no longer trust this guy with my truckI picked it up cause I was afraid of recourse on the truck

Initial Business Response /* (1000, 5, 2015/06/25) */
Contact Name and Title: [redacted] t.[redacted] / mgr.
Contact Phone: XXX-XXX-XXXX
Re: [redacted] / 1972 javalin ro [redacted]
When Mr. [redacted] brought his project vehicle in, we origionally proposed to strip entire vehicle to bare metal/ which had...

multiple layers of existing body work and paint. According to original estimate we were to advise customer of corrective body work needed to be able to get to the point of painting the vehicle.
We accomplished this and so advised mr. [redacted] / he then was instructed to come in to inspect and to sign an updated estimate with me ([redacted] t. [redacted]) mr. [redacted] did so. we were in the process of completing the rest of the body work, when mr. [redacted] came in and made spurious accusations about his radio which we believe was taken out when mr. [redacted] had someone else remove the dash prior to bringing his car to Maaco. He accused my son of taking the radio out / then he accused [redacted] (assist. Mgr) of removing radio/ I questioned everyone in my shop/ no one had even touched the dash or radio.
We have a outstanding reputation for honesty and quality of work, and I take it personally when someone accuses us of steeling anything.
Mr. [redacted] is a difficult person, has changed his mind multiple times / has sent us aftermarket parts to install from a completely different car. Asked us to remove and reinstall seats for upholstery work. Add sound deadener/ spray in bed liner / paint the vehicle multiple colors / with bizarre masking and two tone schemes.
I ([redacted]),the store manager with no disrespect or animosity made the decision to stop work on the project and to have Mr. [redacted] remove his vehicle from the facility/ we primed the left side of the vehicle which was in process to protect bare metal / we only charged him for what we had finished and showed him line by line what we had accomplished/ we had taken various trim and chrome parts off at no charge so he could have them re-chromed. The turn signals are masked off, they are not painted over as claimed/ we did no paint work on the vehicle. We carefully documented everything that was done and the customer had his advocate to inspect the car who gladly paid the bill. We returned everything that was associated with the car from our shop, customer left hood here and was advised to have it picked up.
I have conducted myself professionally throughout this process and have nothing to apologize for and will in no way offer any reimbursement to mr. [redacted].

Initial Business Response /* (1000, 5, 2015/11/09) */
After being held up by the insurance for a little while, we delivered the vehicle back to the customer Friday 11/6/2015 and saved half of their deductible because of the inconvenience. please close that case and restore our good standing with...

the Revdex.com.
Thanks

Initial Business Response /* (1000, 5, 2015/10/12) */
mr. [redacted] brought in his 2003 acura rsx / that had been previously repaired / and painted by his friend apparently an amateur who performed a shoddy repair and poorly painted. we recommended removing the existing body work and paint to do a...

proper repair , as well as removing and installing the parts for proper painting, the customer said he did not want to spend very much money . so he declined our recommendations and ask us to repaint the panels over the existing body work and paint. so we agreed to do this but there would be no warranty as noted on the repair order., and we could not guarantee the results. Also clearly stated on the signature page of the repair authorization / we are sorry the customer is not happy with the painting . we could correct this but we would be back to square one. we are a professional collision repair center / repairing 25 - 30 cars per week , we are a certified center .mr .[redacted] was trying to get his car repaired in a risky, inexpensive manor. we performed our work to the best of our ability considering we were working over someone else's poor workmanship . please clear up this matter as we have a very good rating with the Revdex.com. thanks

Very happy with body work and paint done on my Dodge Ram 1500. Wuan the sales manager was very knowledgeable and gave me a quote. My truck was done 3 days ahead of schedule and Wuan gave me a call to inform me, would definitely recommend to friends and family Maaco did a great job. A+++

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Maaco has done work for Mr. [redacted] on numerous previous occasions with very satisfactory outcomes. That is why he chose to use Maaco again. Although there was some misunderstanding initially with Mr. [redacted] regarding his 2000 Jeep Cherokee, his concerns have been addressed and he has expressed his satisfaction with the outcome. I look forward to doing business with Mr. [redacted] in the future and am glad we were able to keep him as happy customer.
[redacted]
Owner
Maaco Collision Repair and Auto Painting
New Hampton, NY

The business has responded.  Please read attached.
To Whom It May Concern:
 
Please accept this email as our 2nd response to complaint Id: [redacted] submitted by [redacted].  After considerable conversation with Mr. [redacted] both parties felt it would be better to issue Mr. [redacted] a partial refund of $250 dollars (fairly determined by Mr. [redacted]) with the intent of resolving this issue.  Mr. [redacted] signed a disclosure document detailing our arraingment and claimed he was satisfied with the result and would withdraw this complaint.  I hope he stands by his word and handshake.  We will see.  We have done previous work for Mr. [redacted] and are sorry we could not satisfy him on this occasion.
 
It is my understanding that this complaint is now resolved.  Please call with any questions or concerns.