Maaco Auto Painting & Bodyworks

We have contacted the home owner and are working with them to resolve the issues

ID: *** To Whom it May Concern, This is in response of the above claim made against Maaco Collision RepairWe are aware of the customer complaint and have asked the customer to bring the vehicle in so we can access the claimed damageAt this time, the customer has refused to come in, so I can
only assume that there really is no damageThe interior was out of the vehicle; the customer had spray painted the door jams himself and had no seats in the carWe did not access the interior of the vehicle except to move the vehicle around in our lotWe also advised the customer to not install the spoiler on the vehicle and he asked us to drill the holes for him and he would install himself, which we completedThere were issues with the paint when the customer came bye to view the vehicle and we promptly took care of the issues and even went above and beyond in my opinionWe completed repairs on the front nose that were not initially paid for and were not Maaco's faultBubbles or lifting paint sometimes occurs when old bodywork or fiberglass is presentKnowing the customer was active duty military; I decided to repair his issues with no extra chargeYes, we just at the cost and completed the repairsUsually, we would of explained to the customer that old body fillers, fiberglass or customers own body work is not covered under our workman shipHowever, we took care of it at onceI take offence to the fact that we don't offer a Military discount and should take troop appreciation downMr*** has no Idea how we feel about the Military and should not assumeWe gave reasonable effort to contact Mr*** with no return phone callI even witnessed ***, Manager, leave a professional message on his machineWe take great pride at Maaco to take care of all of our customers no matter what the issue isI believe this can be seen in the handful of complaints I have addressed over a year period and our AAA rating on the Revdex.comAt this time, I consider the matter closed as Mr*** will not return our phone call

We have offered to clean up any overspray that concerns youWe have also offered to repaint and upgrade your paint from our cheapest economy paint and both offers have been REJECTED verbally and in writing by you. So, once again, you can upgrade your paint as we have previously offered and we can clean up overspray that concerns you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** ***

Initial Business Response /* (1000, 14, 2016/02/03) */
RE: Case # *** *** ***
Immediately upon receiving notice by the Revdex.com of subject complaint on Nov, I called the customer to discussI might disagree with various specifics of the complaints, but regardless understood the
customer wanted her vehicle back as soon as possibleAs a means of customer satisfaction, I offered to put the customer in a rental vehicleUnfortunately, the customer's daughter required a breathalyzer in any vehicle driven so this would not work
Within days of subject discussion, the vehicle was completeAt that point, we were still unable to provide the customer her vehicle due to the fact the insurance check had not arrived
It should be noted that this repair was extensive and required significant labor hours and partsThere was never a delay in beginning the repairThe repairs in fact started immediately upon the customer dropping the vehicle off
Ultimately, I understand Ms*** frustrationAnytime a customer is without a car it is stressful and inconvenientPlease contact for any additional information
Thank you,

Revdex.com:At this time, I have not been contacted by Beth Israel Medical Center regarding complaint ID ***.Sincerely,*** ***

We have come to a conclusion to this matter with *** ***She came into MAACO today and we installed a new lower grille at a substaintially discounted price*** agreed to this and said she is satisfied*** signed a completion certificate that will be in an attachmentSo we consider this
closedPlease contact MAACO if you do not agree

Customer made the choice to drop off her vehicle on Friday3/13/ Because she did not produce originalpaperwork when she dropped off her vehicle, there was a delay and we did notreceive the original appraisal from the insurance company until 3/18/15, whichmeans that no repairs were started
until thenThat delay had used up six daystowards customers rental use, per her policy. According to this insurance company, the rental may not be paid for ifvehicle is not being worked onThis information is conveyed to customers whenthey attempt to drop off on Thursday, Friday or SaturdayCertainly this is aconversation that the customer should have with their insurance company whenthey call in a claim We do recommend they speak to their insurance company to getauthorization for drop off, as we are not responsible for the terms of theirpolicy regarding rental, nor are we privy to that informationCustomer statedthat insurance knew she was dropping offEven if customer does not recallbeing told by us, that the insurance company frowns upon paying for rental overa weekend, the terms of customers rental is known to them Due to previous repairs made to this vehicle, at a differentshop: screws and nails holding bumper in place along with additional sub-parrepairs, it was impossible to put the bumper back on without replacing necessaryparts and undertaking further repairsThis was deemed unrelated previousdamage by the insurance company, but needed to be addressed immediatelyInitially,the insurance company did not want to pay for this repair They felt the customer was responsible To assist the customer, a supplement was requested and sent.In the meantime, customer was told of the situation but did not want to pay the$out of pocket to correct the damage, which would have meant the vehiclewould have been able to leave soonerWe recommended the customer phone theinsurance company as well, as customers may have more pull with their insurancecompany to request repairsParts were ordered in the meantime. On 3/23/15, a supplement was resent to ***,(Customers insurance company had partnered with this company to help fulfill theoverwhelming amount of claims made, due to the recent winter storms) via emailthis timeThey claimed they did not receive this information from theinsurance company directly via intersystem updates. Due to the confusion between *** ***Insurance and ***, it would appear that neither of the two was takingresponsibility for processing this claimThe delay was on their endWe resenta supplement once again on 3/30/ Consequently between the confusion within the insurancecompany and the hesitancy from the customer to pay for previous damage, this undoubtedlyused up more rental days we had no control over On April 6, insurance was contacted once again forassistance with the supplement request or for an investigationAt this time, wereceived no word from the customer if she had been exchanging information withher insurance company to get this situation settled After several calls during the week by two of our teammembers, the insurance company agreed to the unrelated repairsDuring theprocess, the insurance company was still paying for the rental carThe days ofrental used while vehicle was at a standstill was at least days. We do not show record of office calling the customer forpick up before the pickup date of April 13, *** rental informed usthat they had phoned the customer several times to let her know their rentalwas not extendedPerhaps that is why she believed her vehicle was ready whenshe came in the first time Had thevehicle not needed the additional repairs, the vehicle would have been ready atleast one week previously Customer phoned office on 4/10/to complain that she wasnever told that her policy does not allow for rental after days We had explained that we have no idea of customer’spersonal policy with their insurance company. It is not our responsibility to extend the rental and it is a separateissue from the repairs Customer wasadamant she should have been told by the shop and became irate that we were notable to help Customer picked up vehicle on 4/13/The woman at thefront desk handed the key to the customer, and did the paperwork, not ***. Those in the office were unaware that thecustomer had to take one minute to pick up the rear seats in order to leave theshop. Had that been brought to ourattention, we certainly would have done that for her. While cleaning up the vehicle and duringrepairs, the seat must have been put downApparently there was another 60seconds spent bringing in a cord that she found in the carAfter inspectingthe part later, it was determined to be a phone cable and not a diagnosticpartWe are unaware of where it came from Customer called later looking for her spare key she claimedwas in our possessionNo key was found anywhere in the shop or office matchingthe description she had givenI don’t ever recall a time when a customer leftus with two keysThere is no need to leave a key in the car and give up thespare key to the shop. Customercontinued to call several times a day and was told the same thing, no key wasfoundExplained to customer that if she had left another key fob in thevehicle, it would not be able to lock, as that particular vehicle has a safetyoption so you won’t be locked out Customer stated she left the key in the key hole, howeverwhen we looked at photos, it was not there She claimed that the key had a yellow key tagon it, so surely it would be visible sticking out of the key hole in photos andto the repair technician. She called tosay that she now recalls leaving it in the door, and would call us back withthe outcome of her search. She did callback to say she did not see it in there after she inspected the vehicle again At thattime it was explained that we did not work on the door, and had no reason to bein that part of the car. Everyone wasasked to look around in their area and throughout the shop. No one was able to locate the key she claimedshe left in the car when she dropped off. Customer continued to call insisting she left her key in thecarAfter speaking with the customer, as she called throughout the day and wastold the same information: we did not find her keyWe realize that thecustomer wanted a call back with a different outcome, however after telling thecustomer the same thing numerous times, it was not necessary to phone untilthere was a different outcome. Customer contacted Maaco Corporation to inform them that weeither lost or stole the key she said she left in the carShe stated that hercar was filled with technical equipment when she picked upShe also mentioned toMaaco Corpthat she did in fact contact the insurance company and was told thatshe shouldn’t call them; it was up to the shop to do that for herAs if toimply that we did not attempt to finish this repair or contact the insurancecompany for approval on the necessary repairs in order to make this vehicledrivableOf course correspondence between Maaco and each insurance company isavailable at any time to refute this statement In as much as we would like to produce a key that we neverhad, it isn’t possible. The customer wastold numerous times we were not able to find a key with a yellow tag she had receivedfrom her dealer. She was told that ifthe key was where she claimed it was, it would have been visible in the photostaken as soon as the car came into the shop. As the customer stated, she took her belongings and left the key in itslittle home. (That was before she saidshe left it in the door) It is our goal to make each repair go as smoothly as possiblefor the customerWe feel that we handled this professionally and went theextra mile and were persistent to have the earlier sub-par repairs covered bythe insurance companyThis was something that not only was not related to thisclaim, it was actually the responsibility of the customer to have those repairsdone and pay for herselfThe customer was responsible to speak with herinsurance company regarding the rest of the repairs and the situation with therental It appears that the customer found the process and serviceunprofessional because we are not able to provide the answer she is seekingOncethe customer had contacted the corporate office, knowing we were unable to producea key, she once again became irateShe claims we lost the key or stole the keyfor personal use

We have attached ***s USAA documentation which states on the bottom of page two that rental coverage was available for this accident. As we stated previously, we were unaware that ***'s vehicle had frame damage when it was scheduled in for repair. Upon tear down of the vehicle we discovered substaintially more damage, including frame damage. At the time, our frame machines were in use on other collision vehiclesTherefore, we had to wait until those vehicles were repaired for us to continue with ***'s vehicleIn addition, we were required by USAA to submit additional documentation for the additional damage found and could not proceed until the authorization was providedYes, there was a delay in repairing her vehicle but it was unavoidable due to the extent of the damage and the availablity of the correct equipment to repair her car.Toward the end of the repair *** became abusive to several of our employeesIf someone acts in that manner it is our custom to require cash or secured debit card to complete the transaction. Regardless of whether *** has rental coverage or not, if unexpected frame damage is found during repairs delays should be expected

Product: WATER TANK TO A PHILIPS RESPIRTONICS SYSTEM ONE LEAKED AND CAUSED DAMAGE TO AN END TABLECompliant # *** filed with Philips on July 20, Philips has advised they are communicating with a vendor of their's that has allegedly not been responsive to themUnless I write to Philips and ask for status of my claim nothing is doneIt's been close to two months and no one has asked to see the damaged table.Product_Or_Service: Philips Respiritronics Tank

The customer came in today and following a conversation with the owner a mutual agreement was achieved and the customer was satisfied

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I am attaching an html page that I saved with the most recent response from Ms***This will prove that I did, indeed, attempt contact several timesHer actions and reaction to my requests; and this Revdex.com complaint reinforce my position that I was overchargedShe flatly refused to give me the document stating that MY INSURANCE COMPANY is responsible for giving me the itemized work that they didI contacted them, as wellSince it was the other drivers insurance company, I was also given the run around by them
Regards,
*** ***

The customer's complaint was resolved last week

The customer brought her *** *** in for repairs because her lease was coming to an end and she needed to return the vehicle to the dealershipThe customer was in *** while the car was being repairedWhen the customer returned from *** and called to see if her car was finished, we
explained that we had a hail storm while she was awayShe became very angry and hostile when she spoke to ***She stated that she brought the vehicle in for repairs and now the vehicle had hail damageShe asked *** what was she going to do*** explained that she would have to make an insurance claim with her insurance companyShe expressed that she thought we should pay for the repairs*** explained that it was an act of god and it was outside of our control, so she needed to file a claim with her insurance company not oursThe customer became even more upset and louder to the point *** could not keep the phone close to his ear as she was yelling at himShe expressed that she wasn't going to pay for the repairs we accomplished on her car while she was away*** said that she had to pay for the repairs and because she was so hostile about it, she would need to bring cashThen she became even more upset and continued to yell at ***Unfortunately, we had to tell many customers that their vehicle was damaged by the hail stormMost everyone understood the damages to their car was not our fault and handled the news reasonablyHowever, this customer wanted to blame us for something we had no control over and that is why *** asked for cash to pay for the repairsAll of our cars where damaged at the same time as hersSo we understand the disappointment, but becoming unreasonable and abusing our employee verbally isn't acceptable.Submitted: 05/23/

I have read the response from Macco and found it to truly wrong in a lot of areas.Ihave to say that whoever wrote it has never even seen the car after it was done.I assume that they are basing there statement on the pics they are looking at and on what *** has told them.I told you earlier that you can't look at the pics she took and see all the errors done.I do hope you look at the pics closely and notice that the trim that is on the bumpers and doors has been eliminated,destroyed,when I brought the car in it was there,*** said it was her idea not to let it remain there cause her way she thought the car would look better (wrong) I expected to get the car back looking good as when I brought it there,only with a new well done paint job.Isay to this day that the pin striping has not been doneI say when I got there to pick up the car I went inside met with *** and she asked me to pay the bill,I did.I then went out looked at the car and couldn't believe what I saw,even my friend with me said that's an awful paint job don't pay for it until they do the job right,I said to late I already paid the bill (my error) I then looked the car over and noticed the trim was gone ,the pin striping not done,no plates on the car,the drivers seat laid back into the horozontal position as tho someone napped in there,my drivers side mirror scratched can't be fixed,the paint had runs and waves in it,the car should be smooth and no rough edges ,when you sand a car down before applying a primer coat the car is suppose to be smooth (common)sense)this was not the case,you can't see that looking at the pictures the sent in their responseI now come to the brakes which they never informed me that were gone ,how I don't know,I could have gotten into a bad accident if I didn't think fast and hit the emergency brake.I then went to *** and said something about it and she said oh yeah the brakes didn't work when the car got here DuhI got to a shop and had it taken care of,think I sent you a copy of the bill.Iwill try and get pictures of the car before it went there,notice that the trim on the doors and bumpers are gone along with the pin stripeing.I want to say also whoever sent you the response isn't to smart my name is not *** and my street is *** **,so that person can make a judgement call on a car she never seen,I don't think so.I could go on about the work but I will close by saying when *** says she's tired of me and my car let's go I want you out of here that's not right,I'm a customer that paid a good sum of money to have work done good not poorly.P.S.I was charged for pin stripeing and tow,nor had the car towed since I owned it,bought the car in I will call your office to talk to someoneI expected a response that would favor themThank You
Regards,
*** ***

To whom it may concern;I'm not sure what *** ***' complaint is or what she is requesting I thought before Revdex.com would accept a complaint, logically the first step would be to contact the business to resolve any matters of concern which Ms*** has not once done!!!She signed a
receipt when she picked up her car that she was satisfied with the repairs If there is anything related to the repairs we did that she is not satisfied with, I encourage her to please contact us and we will address her concerns right away as they relate to the repairs Paper work (if we have what she is looking for) can be given to her in person, but they are produced by the insurance company (not the shop) and are emailed to the insured and owner of the vehicle (Ms*** brought us hers!)As she indicates, the repairs to her vehicle were covered by insurance They wrote the original estimate and subsequently after a tare down there were more hidden damage was discovered We contacted the insurance company, they came out, inspected the vehicle, authorized the repairs for the hidden damage (supplement)and we then proceeded to finalize the repairs.I did assist Ms*** by contacting her insurance company regarding the first payment They mentioned that Ms*** owed back taxes and that they would not send *** *** a check under any circumstances and that she would have to pay for the repairs to her vehicle entirely out of pocket I then contacted Ms*** and gave her the option to either pick up her vehicle and we wouldn't charge her anything at that point, or she would have to pay us directly for the first payment which is what she opted to do The first estimate written and approved "By the Insurance company" (not us) was for $ That is the itemized list of repairs that were done to her vehicle that I assume she is requesting that she already has since she provided them to the shop ALL ESTIMATES ARE EMAILED TO CUSTOMERS BY THE INSURANCE COMPANY NOT THE SHOP The second part of the estimate (hidden damage) again inspected, authorized and approved by the insurance company was for $1800+ and paid directly to us by the insurance company for two reasons;1- Ms*** signed a direction to pay, directing the insurance company to pay us directly for repairs to her vehicle when she dropped her vehicle off.2- Since she owes back taxes, the insurance company would not issue a check to Ms***.Ms*** has not once contacted me or mentioned anything while her vehicle was in my shop that she had "any concerns" She smiled when she picked up her vehicle and thanked us for helping her through the entire process, since the insurance company almost did not want to make any payments towards repairs to her vehicle, and in that case Ms*** would have been responsible for the $1800+ hidden damages as well as the original $909.I did communicate with her several times while the vehicle was at the shop to keep her up to date with the repairs to her vehicle.I did once politely notify her that the number she was calling one evening was my personal cell phone number and I wasn't at the shop and if she would please call the shop the next day for further updates regarding her vehicle.I did receive an email a few days after Ms*** picked up her vehicle that she had been advised by her lawyer to get an itemized receipt from the shop!I can not email any estimates (according to the law, for privacy purposes) with names, phone numbers, addresses, dollar amounts to any customers, unless its in person and they present an ID So I was shocked that a lawyer would advise her to do that From what I know if you obtain a lawyer, the insurance company then also would not communicate with the customer, but only her lawyer at that point When she picked up her vehicle, if she had lost a copy of her estimate that she had given me, I could have provided her (in person, prior to obtaining a lawyer) a copy of the estimate She never asked for anything! I advised her via email to obtain a copy from her insurance company through her attorney.I can "ONLY" assist her with repairs that are/were related to the accident that pertain to the vehicle (physically) Legal matters, payments, paper work, copies of her file could be obtained from her insurance company who wrote them after inspecting her vehicle, her attorney or from me in person, if I have them and only in person She did not pay us anything extra out of pocket, so Im not sure how she was ripped off! She did not pay for the repairs $1800+ that she is mentioning, plus we did not write the estimate! I did offer to help her out with a discount if she decided not to go through the insurance company since we weren't sure if they would pay for the supplemental damages But luckily for her, and due to our efforts in contacting the insurance company in a timely manor, she was able to use the insurance and they did pay us "after" the vehicle was picked up which is another favor we did for Ms*** She wanted her own car back right away and didn't like the rental so I allowed her to take possession of her vehicle prior to getting paid which is unheard of Any and all body shops do not release customers vehicles until they are paid!She is more than welcome to stop in for copies of any of the documents mentioned above, but if she has a lawyer, hes the only one who can get copies of documents for her, online, not *** *** She can also obtain a copy online, by going to the insurance companies website!Sincerely*** ***Phone:***Fax:***

The issue has already been examined several times by the company, has been photographed by them, and I have been told by their employees that the turf was installed improperly

Initial Business Response /* (1000, 5, 2015/06/25) */
Ms *** brought her car into our St Charles shop on April 6thAt that time she had some issues with the back bumper and right quarter panelShe asked for repairs to those spots and also requested we repaint her carShe was advise against it
since the paint on the rest of the vehicle was in good shape, but she insisted on repaintingShe has a metallic blue paint and chose a single stage urethane paint instead of the base clear which was on her car originallyThe metallic paints don't have the same look as the base clear because of the different way in which it is paintedWhen she dropped the car off it was covered in red spot putty which she put on the car to "fill in" some chips
We did the repair and repainted and called her on April 10th to inform her the car was readyShe came in that day and paid for it and went homeShe called back and was not satisfied with some of the paint, When I went out to meet her at the St Charles store, she went around the car picking at the paint and chipping it off with her fingernailShe also stated that she used WD-and Armorall on the car specifically the rubber weatherstrip around the doors and windows, These products will dull the weatherstrip over time and that is why you have to keep reapplying itShe also stated that we cracked her front bumper under the left vent cover
I then set up an appointment for her to drop the car off on May 4th
We fixed the crack in the bumper even though we did not damage itThe bottom of the bumper is severely scrapped from possibly being pulled up too far on one of those parking blocks and/or a curbThis is something that has been present on the bumper for some time and not caused by usThe rubber strips were cleaned and one of the center strips was replacedThe old one had been on so long, it had eaten into the paint, which decals and pin stripes do especially when the car in exposed to heat over timeIt is not glue residue underneath but a paint edgeAny "pock" marks she says are on the car are from the spot putty she put on having been sanded out with the original paint workThe putty will not adhere to the paint on the car unless you sand it first which she obviously did not do
If she shs any problems with the paint peeling, we will repair it under warrantyHowever, if she continues to use WD-and Armorall on her car, these products have chemicals in them that will eventually dull any finish with over useTherefore, the reason to continually apply itAlso, the rubber weatherstrip will fade and dull over time with exposure to weather and chemicals
I feel this customer expects her car to look like it came out of the factory without having to spend the money necessary to achieve that look
We did a quality job for her and I feel she we have done everything to address her concerns

Sorry to hear that. I am more than happy to provide the agreed upon and hand shake agreement items that we had when the customer returned with the vehicle. Actually, most of these issues that we had agreed to have already been completed. Unfortunately the customer was not happy and is somehow requesting new parts. I have been in this business now in my 10th year and have never had a customer so far out on his request.Respectfully submitted.Owner Maaco Stanton

I am rejecting this response because:The statements are inaccurateI was never abusive with any member of the Maaco staffI was polite each time I contacted them UNTIL *** told me that he would accept only cash after the horrible service we had receivedAt that time I was not abusive, I merely stood up for myself as a consumer. *** did not like that I had filed this complaint, and that was why he made us pay cashI know this because he told me soI felt like that retribution was the last straw and both *** and I expressed our feelings on the matter when I came to pick up my carI did not raise my voice or curseUp until that point I was very polite with everyone I spoke to, and have continued to be since I had to take my car back in as it was overheatingThat being said, *** did seem to fix the overheating problem with no questions asked, which I appreciate, as it was not what I had come to expect of this Maaco locationAgain, we do not have rental coverageWe declined that coverage to save on our premiumsThe paperwork *** submitted must have been an errorI confirmed with two agents at the time of the accident that we do not have rental coverageI would absolutely have used such coverage had it been availableI have attached two screen shots, one of a summary of our policy and one of a correspondence with a USAA agent, to confirm this
Sincerely,
*** ***