MAACO Collision Repair and Auto Painting, Swansea IL

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Contact Name and Title: [redacted] , MANAGER Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com On 7/6/15, the customer brought his vehicle in for an estimateThe estimate was written for a replacement front bumper cover onlyThere was also substantial damage to the passenger fender where it meets the bumper, but the customer declined repairs and a note was made in the estimate that the bumper may not fit correctly without fixing the fender and that the customer had declined repairsThe customer was also told that if he paid for the part up front we could order it and paint it before he dropped the vehicle off, and then we would only need the vehicle for half a day to install the bumper coverHe declined and left On Tuesday, 7/21/15, the customer came in with the vehicle to drop it off, yet he had not made an appointment for repairs or paid for the replacement part so that it could be orderedHe also decided that he would like to have the damage to the fender repaired as well, and his repair order was adjusted accordinglyThe customer was told it would be several days since we weren't able to order the part before drop off and he was adding workHe was fine with thatWhen the damaged bumper was removed, it was discovered that there was some additional damage in the form of broken plastic brackets, as well as some previous damage that was either not repaired or repaired incorrectlyThe vehicle has several damaged areas and upon further inspection, has been wrecked multiple timesThere are other replacement parts on the vehicle and some parts were being held together with shoe strings (yes, shoe strings) and zip tiesCustomer declined additional repairsVehicle was ready for pickup on Wednesday, 7/29/15, but the customer did not pick up until the following day On 8/4/15, the customer returned with the vehicle stating that the bumper was not replaced because it wasn't attached correctlyCustomer was informed that we did actually purchase a bumper for him and install it on his vehicle, and he was also reminded of the other parts neededCustomer did not feel like he should be responsible for paying for these parts or the labor associated with it because he was given an estimateIt was explained to the customer that an estimate is not a final repair order and that there is no way to assess all damages without removing panels sometimesCustomer became irate and was directed to our Customer Service department, where he lodged a complaintCustomer was told by Customer Service department that MAACO does not perform free labor, nor do we give away free partsCustomer then called the shop again and was again irate because he says we told him we could fix his car for the said amountI again attempted to explain to the customer that it was an estimate and there was no way for us to estimate damage that was hiddenHe continued to yell at me and call me a liar until I ended the phone call The customer is more than welcome to come by our shop during business hours and pick up his old, damaged bumper cover, as we still have it in our possessionAs I told him, I am more than happy to provide him with a copy of the invoice from the bumper purchaseHe will not be given a refund for the work completed, but if he would like to pay the additional amount needed to repair the vehicle correctly, we would be more than happy to assist him with this

Initial Business Response / [redacted] (1000, 7, 2015/08/04) */ Contact Name and Title: [redacted] , MANAGER Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com Customer did return with warranty concernsI inspected her vehicle and it was determined that the cause of the peeling was rock chipsThere are small pock marks from contact with the rocks that break the paint surfaceOnce the surface is broken, water and other contaminants begin to get underneath the paint and will start to loosen the surrounding surfaceThis process will continue indefinitely once it has begunIt was also quite obvious that the customer had been using high pressure water to remove the loose paint prior to coming to our shopPhotos were taken of the vehicle, showing the small rock chips, missing paint and pock marks left from the rocks in the areas with no paint remainingThe customer stated she was going to attempt to file an insurance claim, and I warned her that I had not yet seen an insurance company pay out for rock chipsCustomer forwarded a letter from [redacted] Insurance several days later, stating that the vehicle had been inspected and that it was determined that the damage was caused by faulty workmanshipOur office attempted to contact the adjustor listed on the notice to inquire about how he reached his determination, but the phone number was not in serviceOur office then called our customer service department for assistance with contacting the insurance company, as we were unable to get information from [redacted] without finding the adjustorOur customer service rep was told that the adjustor would need to answer any questions, since he was the one who inspected itNeither this office or our customer service department have ever been able to reach the alleged adjustor, which is not typical for an insurance companySince there are visible pock marks in the paint surface and we have been unable to contact the adjustor involved, we had to close the claim as not warranty related Customer should be advised that our customer service department logs and records all phone calls entering and leaving the center, which means that all correspondence between the customer and our customer service rep have been trackedThe customer service rep assigned to this case has stated that she has not received any additional contact from the customer since the customer was told that the rock chips on the vehicle would not be covered under warranty There will be no refund available, as rock chips and other additional damage to the vehicle once it has left this shop would not be covered under our warrantyI also believe that the alleged insurance adjustor was not skilled in paint issues and since the customer removed a large portion of paint herself with high pressure water, this affected the appearance of the actual issue and prevented the adjustor from making an educated inspectionThe customer was given an estimate to repair the paint, which was discounted heavily, but she declined the offerI do not believe there is any thing else this office can do for this customer at this point