Maaco Auto Painting & Bodyworks

I contacted my customer today (7-21-2016) and worked out a solution to completely resolve any and all of the concerns.I explained to the customer that his emails were going into the junk file of the Maaco email system and that we did not see them.I also explained the we never received a voicemail in
our system.I emphasized that we were not trying to ignore or avoid him purposelyWe simply did not know that there was a problem.The customer was very understanding about the confusion and is pleased that we (Maaco in Commerce City, Co) will be resolving all of his concerns satisfactorily.I let him know the we have prided ourselves for years on quality work and superior customer service and intend to satisfy him.We discussed re-scheduling for repairs and he agreed call us when it is convenient for him to return. *** ***Manager - Sales/ClaimsMaaco Collision Repair and Auto Painting CenterCommerce City, CO

Id # *** We did a complete paint job on *** ***s Infinity I30. Paint job had some runs in paint (where paint was thick and ran down in a few areas )which we told Mr *** it would take a few minutes to cut and buff runs out, when paint cures out
in weeks. So at this time we can cut the runsout on car when he brings it back in. He just needs to come by when he is readyand we will take care of it m Thank you, Maaco Auto Painting (206) 246-

[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 If
you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Bagby Movers did our move from Alpharetta to Rome recently, and it was a difficult move to say the leastThe problem was, getting pounds of potatoes into a pound bag! *** ***, the owner, made it happen! With any move, there are bumps along the way, but *** did everything he could to straighten the road out for usI am so happy to use a local mover, and Bagby Transfer was the way to goI would highly recommend them to use for any type of move you have plannedTheir crews are hard working, nice guys, and they know what they are doing!

When the customer initially brought their *** *** in to get an estimate it had just been painted by another shopThe paint job by the previous shop was very poorThere was a "tiger striping " and "mottling" which are negative outcomes when a metallic auto paint is poorly appliedThere
were also many runs in the paintThe customer expressed that she wanted these correctedshe also told us that she had refused to pay the previous shopThe previous shop had not disassembled the car either which means they did not take off moldings , handles, rubbers and other parts that are not to be painted and masked them insteadThis is done to paint a car in a more affordable way because disassembling a car can be very costly because there is a lot of labor involvedThe previous shop had got overspray on moldings and rubbers because it was poorly masked and this was noted on our estimate and discussed with the customerOur estimate was written to mask everything again as opposed to dis assembly because the customer expressed she did not want to spend that much money and her primary concerns about the previous job were extreme imperfections in the layout metallic paint as well as the runsDis assembling the vehicle would not have made much sense either because the damage was already done as the previous had already had to paint over spray the moldings, trim, and rubbersThe customer did not say she wanted a restoration of the vehicle which would include completely dis assembling the vehicle which would drastically change the price to be between $and $as opposed to which was what she payedThe customer came and picked up the vehicle and returned a few weeks later pointing out all the over spray on rubbers and moldings which the car already had from the previous paint jobOur repair order did not include a remedy to these things done by the previous shop which would have involved disassembling the carThe customer became very unreasonable blaming us for damages that were already done by the previous shop and demanding that we fix themIf there were any imperfections in the paint we would have corrected them but we did not get that far because the customer was irate because we would not fix the issues from the previous shopWe will be issuing a check for the full cost of the work done by our shop as we feel we will not be bale to satisfy this customer

Revdex.com:
I have reviewed the response 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.
On 8/28 I had both verbal and written communications with the General Manager of Poco Verde regarding a resolution to my complaint. He came up with a written punch list of items to be addressed. The following week the superintendent came out to discuss the punch list items, and I was surprised to learn that he didn't even know about one of the items on the list. He did complete 1 item on the list that day (leaving 3), and he was supposed to come back later in the week to complete 2 more items, with the last item being a "different crew." The superintendent never came back, or even called. And the "different crew" never showed either. I was willing to withdraw my complaint with the Revdex.com if Poco Verde would have just followed through with the punch list items and completed them to my satisfaction, but as of 9/12/15, this is not the case.
Regards,
[redacted]

All items were resolved on September 17 with a meeting, repairs and palm tree replacement.

Please let me know when we can have access to the yard to review the artificial turf so that we can schedule the necessary repairs or replacement.

The remaining items that needed to get done were completed today.  I left a message with [redacted] to verify the items were taken care of properly. Bill O[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, to politely call someone a thief is still unacceptable. 
Sincerely,
[redacted]

[redacted] brought her vehicle in on the 26th of September. However aditional damage was found during repairs requiring frame repairs. We had to supplement USAA for the approval to commence the frame repairs. We did not plan on this vehicle needing frame repairs, which can happen because we cannot see...

all of the damage at the original time of the estimate. Some damage is found during the repair process, after we have torn down the vehicle for repairs. We did not have a frame machine scheduled for this vehicle as other vehicles were already being repaired on our two frame machines. Therefore, [redacted]'s vehicle was put into the cue for frame repairs at that point. This was an unexpected delay, as the vehicles already on the frame rack had to be finished before we could put [redacted]'s on the frame rack. As stated before we had to get approval from USAA before we could proceed. The first suppolement was approved on 10/12/2016, the second supplement was approved on 10/13/2016. We returned the vehicle to [redacted] on 10/15/2016 with the repairs completed. Also per USAA [redacted] had rental coverage for the duration of the repairs. We don't know if [redacted] used the rental or not, but she did have coverage for it.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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. 
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/27) */
The customer came in in early summer regarding her front bumper. As I recall, the issues were not from warranty problems but from road hazard (ie. rock chips) which are causing the paint to fail. The customer also asked for an estimate on her...

rear bumper cover for insurance purposes. I provided her with one.
The front bumper repair is covered under a limited warranty. She was provided with that information when she originally picked her car up. The initial repair was done September 2013.
I told her that the issues with the front bumper were not covered under warranty. I also told her that if she wanted to get the work on the rear bumper done by us, I would paint her front bumper out of courtesy.
I haven't heard from her since.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had been there at least 2 other times before the visit this summer regarding the front bumper. There is no way those big spots are from rock chips. She told me to get a second opinion so I did. So is the other shop lying too? From what I understand it is a lifetime warranty on there work.

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 # [redacted]. Please add your rejection comments below. 
I am responding to the owners response of Maaco Portland Maine. I went back three times to get this issue resolved . I had to take 2 days off from work.  I had a witness to the rudeness of [redacted] the Salesperson/ employee. Evidently the owner [redacted] needs to look on the reviews .  I am not the only person which experienced poor treatment . The owner needs to also not have an independent company to handle complaints that customers cannot post . The second car was torn apart , the day I was verbally mistreated by his employee. I have a witness to Tom's behavior . My client was horrified at his behavior . Evidently the owner did not tell [redacted] I wS bringing my vehicle back for the third time to have it fixed .  This is a body repair shop. They should have an idea how to glue a plastic piece back on to the end where it needed to be properly. I consulted with [redacted] and they told me to take it back to Meiko that it was an absolute mess and they needed to fix it. To this day they did not take it off and fix it properly they are trying to blame it on the fact that it is a manufacturers defect. Then they told should have told me that right from the beginning and not taken the job on . I consulted with [redacted] and they told me to take it back to Maaco , that it was an absolute mess and they needed to fix it. To this day they did not take it off and fix it properly they are trying to blame it on the fact that it is a manufacturers defect. Then they told should have told me that right from the beginning and not  accepted the job . as for the second car they were going to do for free. I had absolutely nothing wrong with the grill of my vehicle. I have pictures of this if you would like the pictures. I am enclosing pictures of the explorer where the glue is an absolute mess. I was told that the white car would be fixed for free. It came back with the same dent in the fender. They gave me absolutely nothing. I was told that they were going to have a Paintless Dent Removal person fix my white car. It was not touched. I verified this from the Paintless Dent Removal person.  I have several witnesses as to the condition of the vehicle before it went in. And also the fact that there is still a dent in the front fender which they were supposed to replace. They did not want to go out of their way to pay for the fender, and the explorer was not fixed properly. So I'm not sure how the owner feels that I benefited from anything. Other than losing time from work. Aggravation. And being verbally abused. If you look on their website there was an individual that's complaining of lies. And that's what I have also encountered.
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. Regards,
[redacted]

We apologize if the customer feels our salesman was rude upon bringing her vehicle back. Our salesman assists over 600 customers per year with their vehicles and this is not representative of his rapport with them. The part we painted and replaced is a very common problem with Ford because of its...

poor design hence the customer buying a replacement one. We attempted to remedy the adhesive problem with the part but it is difficult to do while the customer waits because of the extended cure time of these adhesives. In a gesture of our goodwill we did not charge the customer for her second vehicle she had in the shop for repairs in the amount of 596.40.

Initial Business Response /* (1000, 5, 2015/09/25) */
Mr [redacted] did bring his car in for a paint service. We were extremely busy and had been informing our customers that it may be 2 weeks or longer. After the car was painted as Mr [redacted] requested, he asked that we paint his hood differently. We...

did that for him.
He did bring the car back for some overspray issues. We did buff the areas he pointed out with no problems to the paint.
He brought the car back again and pointed out other spots, We did take care of those, As for the headlight wiper, it was clearly broken prior to us having the car, it was obvious that his was broken for some time and someone tried to put electrical tape on it.
We have corrected the issues with his vehicle and therefore, there is no need to repaint.
Pictures we have of the vehicle when it was dropped off show that Mr [redacted] did his own bodywork, that the car was full of scratches and gouges, moldings were bent and parts had been replaced. If there are issues in the areas where his bodywork is, there id no warranty as I cannot guarantee his work.
I feel we have addressed all issues wit this car.

Complaint: [redacted]I am rejecting this response because:
What about the over spray? You over sprayed my wheels/radiator/Ac condensor/Head lights/all trim/sunroof seal/ and even the valve covers under my hood.
If the paint is not clear coated, why is the paint bubbling/peeling?
 
 
Sincerely,[redacted]

TO WHOM IT MAY CONCERN;AS MENTIONED IN OUR FIRST RESPONSE TO HER FALSE CLAIM;THE OWNER OF THE VEHICLE MUST COME TO THE SHOP PROVIDE IDENTIFICATION AND WE WILL GLADLY PROVIDE HER WITH COPIES OF HER ESTIMATE THAT WERE PROVIDED TO US ORIGINALLY BY HER AND THEN THE INSURANCE COMPASNY IF SHE HAS LOST THEM.MS [redacted] SHOULD FOLLOW PROCESS BY;1)REQUESTING COPIES OF HER ESTIMATE THAT WERE PROVIDED TO HER ONCE BY THE INSURANCE COMPANY FROM THE INSURANCE COMPANY.2)REQUESTING COPIES OF THE ESTIMATE FROM THE SHOP IN PERSON.MS [redacted] HAS NOT ONCE CONTACTED US IN PERSON AS SHE HAS BEEN INSTRUCTED IN EMAILS TO HER AND VIA Revdex.com.  SHE IS CREATING A DEFAMATION OF CHARACTER CASE AGAINST HERSELF BY FALSLY ACUSSING OUR CORPORATION OF THEFT!!!  SHE SHOULD VERY CAREFULLY RECONSIDER HER PUBLIC (ON DIFFERENT WEBSITES INCLUDING [redacted]) FALSE ALLEGATIONS.  IF THEY ARE NOT IMMEDIATELY REMOVED WE WILL HAVE NO CHOICE BUT TO TAKE LEGAL ACTION AGAINST HER. THE SERVICES THAT WERE PROVIDED BY US WERE APPROVED AND INSPECTED BY THE INSURANCE COMPANY WHO THEN PAID US FOR THE SERVICES.  WE GAVE HER A $200 DISCOUNT TO HELP HER WITH HER PAYMENT THAT WAS $909.00 AND GARNISHES SINCE SHE ALSO REFUSES TO PAY HER BACK TAXES.  AND THIS IS HOW SHE SHOWS HER APPRECIATION!  IF ANYTHING SHE OWES US $200.  I REGRET EVER HELPING HER WITH HER FINACIAL OBLIGATIONS.Sincerely[redacted]Phone:[redacted]Fax:[redacted]