Maaco Auto Painting

Nov6, 2015Dear [redacted] :The man you are referring to was never a customer at this companyByron W [redacted] was a detailer for MaacoByron and this man had an agreement, unbeknown to Maaco, for Byron to repair his car on his own timeByron came to the office for pricing on some partsAll contact between the two of them was separate from this companyThis man came to the office after dealing with Byron privately and he could not get in contact with ByronByron never came to work after this happenedTo this day we have still had no contact with ByronThis matter is between to private parties not Maaco.RegardsRick M.Sales Manager

Dear Ms [redacted] ,First of all let me apologize for not answering this sooner Quite honestly, I just missed it in my emails Some days I receive a great many messages and for some reason I did not see this one (plus this is the first time I have received a complaint from the Revdex.com by email so did not know customer concerns were sent via the internet.)I talked to [redacted] (shop owner) and he asked that Mr [redacted] bring his car in and ask for him or [redacted] (production manager) so that they can look at it and see what needs to be done to correct the problem According to our records Mr [redacted] brought his vehicle to us on June 29, and picked it up on July 21, 2015, so the work is definitely within the time frame of being under warranty I apologize to Mr [redacted] that I was not apprised of his problem sooner and that it has caused him any unnecessary distress or worry ***'s phone number is ###-###-#### Please have Mr [redacted] call him at his earliest convenience so that we can take care of the problem.I truly appreciate you notifying me of it so we can resolve it Thank you[redacted] ***

I believe this issue has been resolved We have repaired Mr [redacted] 's vehicle and they have picked it up, paid for the repairs and appeared to be happy with it Yes, there was some confusion regarding this vehicle Mr [redacted] 's wife dropped the car off before the shop was open She gave the keys to one of our employees, Mr [redacted] ***, who she apparently thought was [redacted] [redacted] did not ask for her name but took the keys and drove the car into the shop Because we did not have a name, the paperwork was not typed up -- therefore, neither the car nor Mr [redacted] 's name was "in the system." Without a repair order in a car, the technicians cannot work on the vehicle because they don't know what the customer wants to have done Therefore, the car is parked until the paperwork is generated When Mr [redacted] called, we had no paperwork with his name on it To further complicate things, we had another [redacted] in the shop that we were working on at that time When the people in the front office asked the people in the back about a [redacted] , the people in the back thought they were referring to the other carIt is totally understandable that Mr [redacted] was upset when we couldn't locate his car in our computer system but hopefully everything is okay now Please have Mr [redacted] contact me if he has any concerns [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ Contact Name and Title: Oliver E [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com spoke with the customer, we will repaint the roof and the deck lidWaiting for the customer to call back and schedule time

Nov6, Dear [redacted] : The man you are referring to was never a customer at this companyByron W [redacted] was a detailer for MaacoByron and this man had an agreement, unbeknown to Maaco, for Byron to repair his car on his own timeByron came to the office for pricing on some partsAll contact between the two of them was separate from this companyThis man came to the office after dealing with Byron privately and he could not get in contact with ByronByron never came to work after this happenedTo this day we have still had no contact with ByronThis matter is between to private parties not Maaco.Regards Rick MSales Manager

Initial Business Response /* (1000, 5, 2015/12/18) */
Contact Name and Title: Oliver E[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
spoke with the customer, we will repaint the roof and the deck lid. Waiting for the customer to call back and schedule time.

Nov. 6, 2015Dear [redacted]:The man you are referring to was never a customer at this company. Byron W[redacted] was a detailer for Maaco. Byron and this man had an agreement, unbeknown to Maaco, for Byron to repair his car on his own time. Byron came to the office for pricing on some parts. All...

contact between the two of them was separate from this company. This man came to the office after dealing with Byron privately and he could not get in contact with Byron. Byron never came to work after this happened. To this day we have still had no contact with Byron. This matter is between to private parties not Maaco.RegardsRick M.Sales Manager

We received the customer's car, and the repair cost was to be covered by the customer's insurance carrier. Pursuant to the requirements of the customer's insurance carrier and the coverage provided for the customer's vehicle, we were mandated to acquire and install a used door to replace the...

customer's damaged door. Used doors are obtained from a salvage yard. A door matching the vehicle make, year and model was located and installed in replacement of the customer's damaged door. Before installation, the door was inspected, and no issues were noted from this inspection. Unfortunately, with used salvage parts, sometimes issues may exist in their performance, and these issues can be detected only once connected and installed (because you are unable to test electrical and other components when connected to a salvage, non-operating vehicle). The door that was installed was acquired intact, and installed intact, and was never opened up or taken apart. This was not necessary or appropriate for the work being performed. Thus, any issues that may have existed would have been in existence in the door when acquired from the salvage yard. Once, after installation of the door, certain electrical issues were detected, management worked with the customer to explore options. Given that electrical circuitry and wiring issues are not typically a specialty of a body shop such as ours, we requested that the customer work with our preferred electrical shop to assist in resolution of the issues. The customer was unhappy with the handling of the issue, and instead of speaking with ownership, and instead of allowing us to address the issue, he went to a dealer, who naturally would be critical of another shop's work, and who then charged the customer inflated rates for work that we were prepared and offering to address at no cost to the customer. Ultimately, we cannot assume responsibility for the charges voluntarily incurred by the customer to address work we were willing and able to do at no cost to the customer. To be clear, the issues the customer complained of resulted from the use of used parts, which was required under the limited insurance carried by the customer, and we were forced to work within these limitations. We would have remained happy to resolve the issue at no cost to the customer, but ownership was not given this opportunity.

Dear Ms. [redacted],First of all let me apologize for not answering this sooner.  Quite honestly, I just missed it in my emails.  Some days I receive a great many messages and for some reason I did not see this one (plus this is the first time I have received a complaint from the...

 Revdex.com by email so did not know customer concerns were sent via the internet.)I talked to [redacted] (shop owner) and he asked that Mr. [redacted] bring his car in and ask for him or [redacted] (production manager) so that they can look at it and see what needs to be done to correct the problem.  According to our records Mr. [redacted] brought his vehicle to us on June 29, 2015 and picked it up on July 21, 2015, so the work is definitely within the time frame of being under warranty.  I apologize to Mr. [redacted] that I was not apprised of his problem sooner and that it has caused him any unnecessary distress or worry.  [redacted]'s phone number is ###-###-####.  Please have Mr. [redacted] call him at his earliest convenience so that we can take care of the problem.I truly appreciate you notifying me of it so we can resolve it.  Thank you.[redacted]

I believe this issue has been resolved.  We have repaired Mr. [redacted]'s vehicle and they have picked it up, paid for the repairs and appeared to be happy with it.  Yes, there was some confusion regarding this vehicle.  Mr. [redacted]'s wife dropped the car off before the shop was open....

 She gave the keys to one of our employees, Mr. [redacted], who she apparently thought was [redacted].  [redacted] did not ask for her name but took the keys and drove the car into the shop.  Because we did not have a name, the paperwork was not typed up -- therefore, neither the car nor Mr. [redacted]'s name was "in the system."  Without a repair order in a car, the technicians cannot work on the vehicle because they don't know what the customer wants to have done.  Therefore, the car is parked until the paperwork is generated.  When Mr. [redacted] called, we had no paperwork with his name on it.  To further complicate things, we had another [redacted] in the shop that we were working on at that time.  When the people in the front office asked the people in the back about a [redacted], the people in the back thought they were referring to the other car. It is totally understandable that Mr. [redacted] was upset when we couldn't locate his car in our computer system but hopefully everything is okay now.   Please have Mr. [redacted] contact me if he has any concerns. [redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/05/20) */
Thank you for forwarding [redacted]'s complaint to us for our review.

People here remember the incident well. Our estimator, [redacted] is the person [redacted] talked to. [redacted] was trying to do [redacted] a favor and save him money...

and time. [redacted] was already planning to work on his brother's car that evening in the shop (and yes, we, the owners, knew he was doing that. We allow employees to use our facility and equipment to work on personal and family vehicles if they pay us for the materials they use). [redacted] was overly anxious to get his vehicle repaired. He was not willing to wait the three days it would take if the vehicle was put on the production schedule in the shop. [redacted] thought that since he would already have everything set up to paint his brother's car, he could paint [redacted]'s applique with minimal effort and work. That is why he quoted [redacted] a cost of $75.00. [redacted] had to leave unexpectedly that day due to an emergency with his son. He asked the owner, [redacted], if he would wait for [redacted]. [redacted] stayed and waited inside for [redacted] until 6:45 p.m. Either [redacted] never came or if he did, he never came to the door. We do not answer phones after business hours because most of the time it is either a telemarketer, or if we have to tell a potential customer we cannot help them because the computer system has been shut down for the day, it upsets them. Apparently [redacted] did not understand that someone would be waiting for him inside, so he was under the impression that "the guy never showed up." The owner wasn't exactly happy when he thought [redacted] failed to come after waiting for him for an hour and fifteen minutes after the shop closed. Apparently there was a misunderstanding by both sides. [redacted] says he never "asked for cash" from [redacted]. If [redacted] thought this was all some nefarious scheme and was being done off the books, one would wonder why he was willing to participate in a dishonest transaction. And why would the owner not know what was going on if he was asked to wait for the customer? [redacted] is jumping to a lot of conclusions, and we resent the implication that there was anything unscrupulous going on when [redacted] was just trying to help [redacted]. We will not complete the task for the price of $75.00 now. We will not rent [redacted] a car, and we will not send him $20.00. At this point, we will not work on his car at all. I am sorry, but past experience tells us after all that has transpired, it will only go downhill from here if we did.

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. 
I'd like to thank Mrs. [redacted] for quickly responding. I appreciate her efforts to solve the problem. I very happy with the outcome. Thanks so much for your help.
Sincerely,
[redacted]

Carter radiator in my opinion are honest and knowledgeable and do a great job! If you prefer things done right choose them you'll be happy!

Nov. 6, 2015
Dear [redacted]:
The man you are referring to was never a customer at this company. Byron W[redacted] was a detailer for Maaco. Byron and this man had an agreement, unbeknown to Maaco, for Byron to repair his car on his own time. Byron came to the office for pricing on...

some parts. All contact between the two of them was separate from this company. This man came to the office after dealing with Byron privately and he could not get in contact with Byron. Byron never came to work after this happened. To this day we have still had no contact with Byron. This matter is between to private parties not Maaco.Regards
Rick M.
Sales Manager

Thank you for advising us of [redacted]'s concerns regarding his [redacted].  The biggest problem we had in completing this vehicle in a timely manner was difficulty in locating a part.  Automobile manufacturing companies discontinue making parts for vehicles that are over...

ten years old.  Therefore, we have to look to other sources to get parts for older cars.  (The "Cash for Clunkers" program conducted by the United States government in 2009 was devastating to the automotive parts recycling business.  A lot of usable parts were destroyed and taken out circulation, thus driving the cost of replacement parts up and availability of them down.)  We contacted our local vendors and could not find the part.  We then contacted a company that conducts a nationwide search and they did not find the part.  It took them quite awhile to get back to us.  We finally found the part through a company that manufactures vintage parts and ordered it.  At about the same time, [redacted] located the part through a local dealership that could also order the part (from the vintage part source).  He wanted us to get the part from them, but we had already ordered it and did not want to order two because vintage parts are "non-returnable."  [redacted] was in the shop on June 19th and was told that the part had been ordered. He was aggravated and somewhat argumentative, questioning everything he was told. He was advised that the part had been ordered, had been shipped, and was due to arrive via truck on June 23rd. The part did arrive on June 23rd and we called him.  He brought his truck in this morning and we are working on it at the present time.[redacted] complained that the truck was not clean - we offered to detail it for him, and he refused.  He said we didn't complete the job on the bed of his truck.   That was not on the repair order, nor was he charged for it.  However, in an effort to compensate [redacted] for his inconvenience, we are painting the flares on his vehicle without charge.  We will also paint the tailgate jamb and the part of the pickup bed that is not covered by the bedliner without charge.  (It should be noted that we are not doing a complete refinish service on this before painting it and existing scratches and gouges will show.  [redacted] has been advised of this.)  We have provided and installed a door gasket on the passenger side  of the vehicle at no charge.  [redacted] is working directly with Will (Will took the door gasket off his own personal vehicle to install on [redacted]'s pickup because it is so difficult to locate parts for these older cars.)  [redacted]'s vehicle has been well taken care of by him, and we do understand his frustration of it taking so long for us to get his vehicle finished.  We are not happy either when it takes longer than initially anticipated for us complete a customer's vehicle due to unforeseen circumstances.  Luckily he had use of his pickup while we were waiting on the part. I think we have addressed all of [redacted]'s concerns and I hope he will be pleased when he picks his vehicle up.

MAACO Spokane did a superb job of restoring the body and paint on my classic 1967 Jeepster Convertible. They gave me a very reasonable estimate for the job; did an excellent job of rust repair and body prep; and matched the original factory colors perfectly. Best of all, they got it done on-time and within the estimate. [redacted] and the staff are pleasant, professional people to work with. Two thumbs up!

Review: I took the car to maaco to get painted, they kept adding charges to the paint service. then at the end he didnt do the repair like supposed to and then paint job came out very bad, the guy who prepped the car sanded the car wrong that he left alot of imperfections. they over sprayed many places, they have paint mark on chrome panels, on headlight and tail light and they didn't want to do anything about it and he was like we dont gurantee work.Desired Settlement: to do the body work they missed up and repaint those areas and make the car look good like promised

Business

Response:

Dear Sir/Madam:

Please be advised that Mr. [redacted] and I have resolved this compaint (#[redacted]). The problem stemmed from poor communication by both parties. An adjustment was made to the bill and it appears that there is no "ill-will" on the part of Mr. [redacted]. Hopefully, we will be continuing to do business in the near future, as Mr. [redacted] is a valued customer. I want to thank the Revdex.com for your outstanding services.

[redacted]-Owner

MAACO of Lakewood

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Samir [redacted]

It's no wonder that it's barely surviving, no one there can even answer the phone.
The employees do decent work, too bad the management is a complete joke.
And to anyone still thinking he's there, Mike N[redacted] retired so he's not in charge anymore....good luck.

We took our car in to have the rear bumper painted. The bumper was removed and painted and had noticeable, raised and rough "bubbling" in one area. The repair took 3 days. We took the car in the morning of September 3, 2013 and picked it up September 5, 2013. The week of September 23, 2013 we took the car back to them and showed them the problem and made an appointment to have the bumper redone on September 30, 2013 at no charge to us and were told that this time they were using a different color of paint than they used the first time because it would "match the color of our car better." We went to get the car the next day on October 1, 2013 and there was were visible big chunks of "dirt" under the clear coat. We were told to bring the car back into two weeks to have the dirt "buffed" out and not to have the car washed in the meantime. I am disputing the charges on my credit card for the work for a total of $331.54 because clearly this business does not know what they are doing. I am very disappointed what has happened to our almost brand new car to repair some scratches on the bumper.