Maaco Auto Painting & Collision Center

This body shop has received my car seven weeks ago and has not completed the work. They have postponed their own quoted deadline for six times.I have brought our [redacted] to Maaco seven weeks ago on February 3rd, 2016. The car has been involved in a rear end collision with some damage on the rear driver-side panel. The car is received by the sales representative, [redacted] and he quoted me a delivery time of approximately 2 weeks. Since then, seven weeks has passed without the car being delivered. During this period, they have revisited their quoted deadline five times by postponing it continuously. Today (March 15, 2016), I and my wife went to the shop to talk to [redacted] who told us last week that the car will be finished (by today). The car is still not finished, in fact, there seems to be only minimal work done on it. As our car sat in Maaco's backyard, we needed to rent another car out of our own pocket, incurring more than $2000. Although we repeatedly told them our situation, they still have not put much work into the car.Desired SettlementWe want them to finish the repair by March 18, 2016. Business Response The customer dropped the car off before the parts was ordered. Most of the parts was a week out the used quarter panel was two weeks out from bein delivered. The shop already had a high volume of body repair in the shop. Once the parts was received at the shop and began work on the car the shop had to file a supplement and wait for insurance to come out and approve repair. The shop had to order more parts delaying the repair of the car. while waiting on parts the car goes out of repair line till the parts are received then the car goes back in line and has to wait for its turn once more to continue repairs. There has been contact with the customer to inform of the status of repairs on the car

Awful customer service practices. Misquoted me three times, late delivery, poor quality job. Extremely unprofessional!MAACO Auto Painting & Collision Center in Durham, NC had awful customer service practices. They misquoted the cost to repair my vehicle three times, placed me on hold several times, delivered a poor quality job 5 days late and made me feel like a helpless, second rate customer. The way they conduct business is extremely unprofessional. I will never request their services again. Revdex.com and corporate should take action immediately or more business will be lost. As a customer I deserve at least an apology and cost reduction for their unfair treatment and poor services. Desired SettlementAs a customer I deserve at least an apology and a cost reduction for their unfair treatment and poor services. Business Response [redacted] received an estimate for repairs on 1/17/14. He brought his car in for the listed repairs on 2/14/14 at 11:50 am. [redacted] noticed 3 additional dents that were not brought to his attention during the original estimate and contacted [redacted] to inquire if would like these dents repaired. He requested pictures and [redacted] provided them to him. An additional charge was added to his ticket for those repairs. He had initially indicated he would like to have his headlights reconditioned but could not afford it at the time of estimate. When we called to inform him that his car was ready on 2/21/14, he ask about the headlight reconditioning that he declined.This was his original expected delivery date based on the listed repairs. [redacted] lowered the price to fit his budget, he then called to speak to a supervisor. [redacted] agreed to do the headlight reconditioning at no charge for the misunderstanding. This service was performed on Saturday 2/22/14. We note all repairs to be done on each invoice, this is standard practice. The headlights were declined so they were not listed. The paint special that [redacted] selected was discounted 300.00 and the headlight reconditioning was provided at no cost. This is sufficient for a discount. If poor customer service is viewed as contacting a customer to repair additional damage and simply noting the repairs to be performed on the signed work order then we are guilty. We view it as ensuring the customer gets what they ask for and not missing something they might have overlooked at the time of estimate. We believe our customer service is always at a extremely high level and strive to make each customer a customer for life. After [redacted] contacted our Maaco customer service department, I instructed [redacted] to apologize to [redacted] for the misunderstanding and to also explain that calling him for additional repairs was for his benefit not just ours. When [redacted] arrived to pick up his car he was on a conference call on speaker phone, which didn't allow [redacted] the opportunity to even communicate with him. [redacted] would like to offer him an apology and explanation if he could get the opportunity. Thank you for the opportunity to respond. [redacted] District Manager