Maaco Collision Repair and Auto Painting

Initial Business Response / [redacted] (1000, 5, 2016/07/09) */ We have not performed any repairs for [redacted] We have no record of Ms [redacted] as a customer We did repairs for James [redacted] on a Monte Carlo that we believe is the source of Ms [redacted] 's complaintAttached is Mr***'s signed work authorization and signed completion certificateNote that these state "Minor imperfections may show" and that we are not responsible for flaws caused by old bodywork or the customer's own bodyworkIn addition, there is a copy of the detailed work order given to Mr [redacted] showing the work that was contractedHis signed completion states that he is satisfied that the work was completed as agreedHe has also received a written warranty Mr [redacted] had limited funds and we worked hard to live within that budgetMr [redacted] was given a free upgrade to basecoat/Clearcoat paint and a color sand/buff of the top surfaces as a professional courtesy to a fellow business-ownerIn addition, we made several other repairs to his pre-existing, amateur bodywork free of charge We did not break the vehicle's windshieldMr***'s signed completion states that he inspected the vehicle and was satisfied with the repairsNo mention of a crack in the windshield was madeA customer has days after signing the completion to bring up any issuesWe are well past that now Rust repair has a day warrantyThat warranty is now over Ms [redacted] goes on to make accusations of racial prejudiceWe are particularly unhappy with that statement, as we have a very diverse customer base and were just awarded "Best of the Best" recognition by the Peoria Journal Star newspaperWe will refer that matter to our attorney for further discussion It is our position that Ms [redacted] and Mr [redacted] have unreasonable expectations as to what exactly what they can purchase with their limited budgetComplaints about overspray, etc can be rectified by trim removal and disassembly, which they could not afford"Show cars" cost many tens of thousands of dollars to produce, not $As repeated attempts to satisfy this customer have already failed, we have no choice but to refuse to do any further repairsThere will be no refund or other compensation of any kind as none is due

I brought a Honda Accord to the business to have the front bumper repainted a service to which costed $I also asked to have the car waxed only to which I was informed there would be an upcharge of about ~$I was okay with this and approved the serviceHowever, when I returned for the vehicle the price to retrieve it was now $which is twice the amount I agreed upon

Our family rented through ocean view and had an excellent experienceThey were completely trustworthy and went far to work out our problemswe were in Wellfleet for a family reunionIt turned out that one family member had an unexpected knee replacement she was recovering from and another family member decided to come and she was It was a long steep staircase in the house where most of the bedrooms were locatedIn addition the showers were all tub showers which required climbing in and out of the tubAnd finally the steps into the house or not stable they were just rocks and it needed to have my husband and I help our sister and grandma every time they wanted to go in and out of the house The house was beautiful but it just wasn't working for us I spoke to *** at Ocean view and she was completely understanding and sympathetic and referred me to tony who does the summer rentals*** was wonderful ; he spent all day working out the problemHe spoke to our owner who agreed to only charge us for the days that we stayed there and to return the money for the rest of rental he also found us another rental very similar to where we were but a more suitable arrangement for someone elderly and someone in firmWhen we decided to stay in our first rental because everyone felt it was too difficult to pack up all and move to another place, *** then offered to bring a lovely robe to our house so that 90-year-old grandma would feel comfortable going in and out to use the outdoor shower rather than climbing into the tub he spent all day on this and part of the second day I couldn't of asked for better serviceHe took my problem seriously and worked on it immediatelyI would rent from them again in a heart beat, thank you *** and *** for your kind assistance, as the song says, I really felt we had a friend in you

I just spoke with Ms*** about her complaint I explained to her that the $*** was for the extra prep that she requested to be performed to take care of the deep scratches on her bed rails of her truck Underneath of the
statement that says "extra prep bed rails ***," is the statement that states court coat bed meaning courtesy coat or one free coat of paint in the bed of the truck We do this for no charge when customer request the bed to be painted She asked about the $*** charge and I explained to her that this was a truck fee which is done due to the fact that trucks are larger and take more material and time All of these fess are posted in our office as well as on her estimate that she signed and we reviewed together prior to her truck being worked on She agreed to these charges prior to any work being done on her truck She was also given a copy of the estimate prior to any work being performed on the truck I asked her why she did not just call or come by the office if she had questions or concerns after the work was performed and I would have been happy to discuss and explain anything with her She did tell me on the phone that she did not pay attention to her estimate to see the charges I explained to her the that the price that we agreed upon prior to the work being completed was $*** and she signed this and it was the same price as when she picked up the vehicle Nothing was changed on her estimate
*** ***
Gulfport Location Manager

Initial Business Response /* (1000, 5, 2016/05/01) */
As the owner of the business, I would like to address each of the customer's statements one-by-one
1) The customer states that he first spoke to us regarding repairing his vehicle on 3/This is falseWe first looked at this vehicle on
10/26/and wrote an estimate for approximately $worth of damage
2) The customer states he was told to bring in his car on 3/and that we did not begin work for a weekThe customer is correct that we did not start the job for a week; however this is because his appointed date was 3/28, not 3/The customer brought the car in one week early
3) The customer did not inform us that he had received money from the insurance company, and hid the fact that this was an insurance jobInstead of following standard insurance industry practices, the customer chose to act as his own GC (General Contractor) for the parts and repairs and piece out the work to various vendorsWhen the car was brought to us, we were only supposed to install a customer-supplied rear bumper and paint the vehicleVarious other repairs had already been completed by other vendorsHowever, we discovered the bent frame when the customer-supplied parts did not fitThis led to delays as the insurance company had to re-open a closed file from which they had already paid the customer for repairs
4) Once the insurance claim had been re-opened, we had to wait for an inspection by the insurance companyThis was not completed until mid-morning Friday, 4/In addition, this added $to the job, which as of this date remains unpaid
5) On Friday, 4/8, the customer arrived at our business and insisted on taking the car, finished or notWe explained that it was not complete, and the customer-supplied parts were missing crucial attachment clips, which we had to source and orderThese did not arrive until Friday as they had to come from out-of-stateWe told the customer that we would be happy to complete the job as agreed; however he insisted on taking the car from our premises as-is, in an unfinished state
6) The next morning, the customer's brother returned the car to be completed, apologizing for his brother's behavior and requesting we complete the jobHe also asked that we avoid communicating with the customer if possible and work with him directly insteadWe accepted the vehicle and worked it back into our scheduleThe job was then completed according to the work order
7) The customer purchased his own parts (bumper assembly) instead of having us source themWhen we source the parts, we accept responsibility for preparation, proper fit and condition, and edging (pre-painting hidden areas) as part of the cost of the partsAs the GC, the customer assumed responsibility for this when he chose to go outside the established practices and purchase his own partsTherefore, the customer's dissatisfaction with the fit and missing paint on the rear bumper is not our responsibility, but his own
8) Some texture (Orange peel) and dirt nibs are inherent in the paint processThis is stated in our written warranty, which the customer receivedThis can typically be remedied by a final wet sanding and polish, a $option that the customer did not specify or pay for
9) It is unknown at this point how many vendors the customer had work on the car prior to bringing it to us in a partially-finished state, and where or who is responsible for any overspray
We have performed all of the work requestedWhen the customer chose to obscure the fact that this was an insurance job and instead chose to operate outside of standard insurance industry procedures, he added time, cost, and aggravation to the processWe have yet to be paid in full for the additional "insurance" repairs
When the customer picked up the vehicle upon completion, he carefully examined it and told us it "looked great"A copy of the signed completion certificate stating that the customer has inspected the vehicle and is satisfied with the repairs is attached as well as documentation of the original estimate date and actual appointment date
The written warranty, which the customer received, states that the customer has days to return the vehicle to discuss any concernsThe customer has never contacted us regarding any such complaintsIn fact, this notification was the first we heard that the customer was not completely satisfied, as he attested to with his signatureAgain, we have yet to be paid in full for the additional "insurance" repairsAs such, no money will be refunded
Initial Consumer Rebuttal /* (3000, 7, 2016/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to this company back in October about getting some rust and a touch up paint job in which the job was never quoted at $The total was around $This is a unrelated estimate that has nothing to do with thatThey state that I brought my car in a week early which is a complete lie I brought it in the morning of which my appointed date wasI did not have to tell them that this was an insurance company because this was a last resort because the insurance company would not pay the value of the estimate in which the company I originally told themOn 4/I did take my car because of the fact that they continued to lie and instead of putting the rocker moldings and bumper back on my car which I was told would be done they decided to start painting another carThey also states that I had broken clips on my rocker molders which is untrue because they weren't broke beforeI was also told the hold up on my car was because they had to put the bumper on after it was painted which is untrue because it is still blueThey state that is my problem that the number is not painted but that is procedure to paint the bumper at least that's what I was told by themSo yes I did take my car because the car was painted for days and simple attachments were not put onI never told them the car looked greatAnd also imperfections were not showing at the time being that the car was jus washed and still wetThey also state they don't know where the overspray came from but yet when my brother returned the car they removed red paint from the WindowsThey are the only company or person to paint my car so their remarks about who touched the car is irrelevant and unprofessionalThere should not be red paint all over my sun roof of it was properly tapedThere's also shouldn't be red paint and primer all over my rims and wheel wells being they are the only ones who painted the car
I would also like to add they were paid the moneyThey said insurance was going to pay them directly but when they called they were paid the next morningThey told me to not worry about it

I brought a Honda Accord to the business to have the front bumper repainted a service to which costed $I also asked to have the car waxed only to which I was informed there would be an upcharge of about ~$I was okay with this and approved the serviceHowever, when I returned for the vehicle the price to retrieve it was now $which is twice the amount I agreed upon

Thank you for reaching out to us regarding the complaint made. We are believers in the Revdex.com and have used it over the years to check out companies and their practices / reputation. We work provide a positive experience for our clients and want to resolve this matter in the best stated in your letter,...

there are always multiple sides to every story and we would like to share ours: On Monday, 7/31/17: The client came to us with an issue on her mother's car. The client's mother was out of town, unaware of the damage to the vehicle and was returning soon. The client needed the issue repaired as soon as possible. Understanding the urgency of the matter and shops would turn the car around in such a short time, we accepted the job to help the client, we even gave her the best pricing for the scope of work. We took the car working on it immediately and even gave her a ride home. The client later called that her mother was livid that the car had been damaged and had told the client she needed to have the entire car repainted. We advised the client this was not necessary and would cost her numerous thousands of dollars for the appropriate level of paint service. The manager proposed buffing an polishing the entire vehicle for a charge of $350 instead. In reality, this is all the car needed. The client authorized the service and we completed the original scratch repair as well as buffed and polished the vehicle. On Tuesday, 8/1/17: The client came in to pick up the completed vehicle, inspected the previously damaged area of the vehicle as well as the rest of the car and gave her approval. The manager she worked with when she dropped the car off and talked with when she called about repainting the entire car is the same person that completed the payment transaction. He charged her $300 On Monday, 8/7/17: The client filed the complaint that is the subject of this letter with the Revdex.com.On Tuesday 8/8/17 9:31 AM CST: The client filed a complaint that is the subject of this letter wit the corporate offices for Maaco. A copy of the complaint is attached. It was forwarded to our shop via email later in the day at 4:21 PM CST. Also on Tuesday, 8/8/17: The client emailed us and asked what we would charge to wax a vehicle. We told her that we don't just take vehicles in for waxing. We are a collision and paint facility.She then stated that she had a car in our shop during the prior week and that all she wanted was a wax and we gave her services she did not request. She then stated that she wanted her money back or the services rendered above and beyond a wax because it was too expensive for just a wax and that's all she wanted. We asked why she approved the work when she was quoted, why she paid for the set-vices without contesting them when she picked up the vehicle, and why she waited o e week to contact us. She responded that it doesn't matter when she calls back and that she wan d her money back. The services that were performed on the client's vehicle were mostly tabor rel ted and cannot be removed from the vehicle. Since the manager of the facility was the person she d alt with through the entire interaction with the shop, he was completely aware of all the details of hat she had requested, what she was given, what she was charged and that she appeared satisfied with the services when she left. After declining her request for a refund, the manager reported the incident to me. immediately reached out to the client to discuss her complaint and attempt to resolve her grievance. After considering the dollar amount involved and the fact that the organization strives to leave its clients with a favorable and fair experience, asked the client what she was requesting to resolve the concern. She stated she wanted $200. We made arrangement for her to come to the shop that very same day, 8/8/17, and collect her refund. The client cash the check on 8/8/17. A copy of the processed refund is attached.On Friday, 8/11/17: We received a letter from the Revdex.com in the mail detailing this complaint. We would like to note that most of our phone conversations with our clients are recorded for quality purposes so many of the points mentioned here are verifiable. We have refunded the client $200 0 the $300 she was charged for the set-vices she pre-approved. We believe we have gone beyond what is f ir to address her grievance and have complied with the client's request. As stated above, we processed the refund before receiving either complaint filed by the client.Hopefully, this issue is resolved.Regards, [redacted] Owner, Maaco Mansfield

There is nothing new in his complaint. I am done with this customer

I am rejecting this response because: The issue is no care or workmanship was taken with this job. If I had a plumber fix a leaky pipe in my house and it leaked after they left they would be held accountable to fix it. When I originally brought the truck in I was told it would be sanded for peeling paint. I'm not a paint professional I relied on your professional services to give me a price for the job. I found out after the fact you simply sprayed my truck on top of a paint job that was defective from the factory. The roof peeled because you did not complete the job correctly from day one. In the process of repairing the roof you once again took shortcuts and damaged my truck further. No matter how much I paid for your service ($1700 was my total by the way, not $850) the job should of been done in a professional manner. Nothing about this job was professional, from the paint to the customer service. You sold me a product that has defects and you have proven you do not have the ability to fix it correctly. You have also failed to acknowledge  the giant swirls down the side of my cab and bed, I've uploaded the picture for reference. I've also gone out of my way to get quotes to repair the damage you have caused and get other professional opinions of the job that was done. Each shop has told me that I got ripped off and I should be seeking a refund.

Initial Business Response /* (1000, 5, 2016/07/09) */
We have not performed any repairs for [redacted]. We have no record of Ms. [redacted] as a customer.
We did repairs for James [redacted] on a 1985 Monte Carlo that we believe is the source of Ms. [redacted]'s complaint. Attached is Mr. [redacted]'s signed...

work authorization and signed completion certificate. Note that these state "Minor imperfections may show" and that we are not responsible for flaws caused by old bodywork or the customer's own bodywork. In addition, there is a copy of the detailed work order given to Mr. [redacted] showing the work that was contracted. His signed completion states that he is satisfied that the work was completed as agreed. He has also received a written warranty.
Mr. [redacted] had limited funds and we worked hard to live within that budget. Mr. [redacted] was given a free upgrade to basecoat/Clearcoat paint and a color sand/buff of the top surfaces as a professional courtesy to a fellow business-owner. In addition, we made several other repairs to his pre-existing, amateur bodywork free of charge.
We did not break the vehicle's windshield. Mr. [redacted]'s signed completion states that he inspected the vehicle and was satisfied with the repairs. No mention of a crack in the windshield was made. A customer has 5 days after signing the completion to bring up any issues. We are well past that now.
Rust repair has a 90 day warranty. That warranty is now over.
Ms. [redacted] goes on to make accusations of racial prejudice. We are particularly unhappy with that false statement, as we have a very diverse customer base and were just awarded "Best of the Best" recognition by the Peoria Journal Star newspaper. We will refer that matter to our attorney for further discussion.
It is our position that Ms. [redacted] and Mr. [redacted] have unreasonable expectations as to what exactly what they can purchase with their limited budget. Complaints about overspray, etc can be rectified by trim removal and disassembly, which they could not afford. "Show cars" cost many tens of thousands of dollars to produce, not $1500. As repeated attempts to satisfy this customer have already failed, we have no choice but to refuse to do any further repairs. There will be no refund or other compensation of any kind as none is due.

Review: (1) On January 19, 2013 my vehicle was taken to Maaco Collision Repair & Auto Painting (vendor) to be painted (vendor would need the vehicle for 7 to 10 days, at a cost of $1,546.29), the car was returned to owner on Feburary 13, 2013.

(2) On November 11, 2014 the vechicle was returned for warranty repair, (vendor would need vehicle 5 to 7 days) and the vehicle was returned to owner on or about November 24, 2014.

(3) Once again, the vehicle was returned to the vendor on April 11, 2016 (warranty repair, vendor would need the vehicle 5 to 7 days) and the vehicle was returned to owner on Friday, April 29, 2016; this is where the problems began. The driver side window would not open and the racing stripes were missing, this was told to the owner. He stated to return the car on Monday, May 2, 2016 and he we would have his tech pull the door panel and check to see where the problem was and install the racing stripes, work should take about ten (10) minutes or so. After a telephone call on Monday, May 2, 2016 from vehicle's owner to vendor it was agreed that the vehicle would be returned on Tuesday morning, May 3, 2016. On May 3, 2016, (after a two hour wait time), the racing stripes were installed and I was told that the window's motor was bad. I believe the window is sealed by the paint product or the universal paint sealer or both. Maaco's comments about the motor being bad is not vaild because of the car's constuction, the motor that operators the driver's window operates all the vehicle's windows. Yes, all the windows were operational before the vehicle was taken to the vendor, at present all windows are operational but the driver's window.Desired Settlement: I would like my window repaired or replaced.

Business

Response:

All of our repairs orders specifically state in the disclaimer section that Maaco is not responsible for mechanical failures of vehicles while they are in our care. It is not possible for paint and or sealer to damage a window motor. Especially since we only painted the outside of the car and this customers door panel was never removed prior to our tech taking it off to examine the window motor. I am very sorry that the window motor has failed, but it has nothing to do with the work that was performed by Maaco.

Maaco replaced one fender on my wrangler and repaired the other fender, due to a small area of rust bubbles beginning to form. THAT Was 5 Weeks ago.
I woke up yesterday (to by supposedly "repaired" fender) to find the paint bubbling up in a few areas. I contacted Maaco and am waiting to hear what their resolution we I'll be.

I had maaco replace my bumper on my jeep. The bumper was not applied straight and less than a year later I found 3 different places in which the paint was literally just falling off! I ended up spending $295.00 to have another collision repair center repaint my bumper.

Review: Shotty paint jobDesired Settlement: doing the way ti should have been done

Business

Response:

This customer's complaints have been responded to. His vehicle has a warranty which can be used upon his repair being paid for in full.

Review: MAACO painted my 1997 Nissan truck in December. The work was done badly, parts were lost and broken. Finally the shop repainted the truck to be much better. However I had to clean a lot of paint over-spray off of the trim since the vehicle was not properly taped before painting. The shop owner, Robert Belcher Jr. tried to clean off some over-spray but was unable to. The door-jambs were not properly masked before painting so the door jambs have a rough grayish color instead of the shiny, smooth red surface it had prior to being painted by MAACO. The owner has refused numerous times to do anything else to fix the damage. The shop did replace two of the missing parts. However they broke and lost fasteners which I have had to buy and am still looking for another part to buy.

I have contacted the MAACO national company but they were unable to help since this shop is a privately owned franchise business. I would like the shop to properly paint the door-jambs that they ruined and clean off all of the over-spray from the trim, the door seals, and pay for all of the non-reimbursed parts I have had to buy for the truck. That total is $39.99 but I haven't found the last part, cowl vent, and don't have a price for it yet. If I have to get the vehicle damage repaired at another body shop, then I will expect complete payment for the work from MAACO-Roanoke.

I deserve an apology also since the shop kept my vehicle for almost a month and the shop owner wasted my time by refusing to fix his damage.Desired Settlement: I would like the shop to properly paint the door-jambs that they ruined and clean off all of the over-spray from the trim, the door seals, and pay for all of the non-reimbursed parts I have had to buy for the truck. That total is $39.99 but I haven't found the last part, cowl vent, and don't have a price for it yet. If I have to get the vehicle damage repaired at another body shop, then I will expect complete payment for the work from MAACO-Roanoke.

I deserve an apology also since the shop kept my vehicle for almost a month and the shop owner wasted my time by refusing to fix his damage. I wish only written communication from MAACO from this time forward. Either by letters to my home or to my email address.

Business

Response:

I have left a telephone message for the customer requesting he contact Roanoke Maaco with convenient times for him in order to establish an appointment when I can inspect his vehicle and see if we get a resolution to this issue. I will update you after the appointment and inspection.

Consumer

Response:

I have reviewed the response offer 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.

MAACO has already had my vehicle four times for more than a month in total time. I have physically pointed out the problems each time so why does it require another inspection, unless he wasn't listening or taking my complaints seriously? Robert Belcher Jr. told me each time that he was done with me or done with my vehicle. Mr Belcher has made it clear to me that he will not help and now I feel unwelcome at his MAACO-Roanoke Paint Shop, in Roanoke Virginia. I am suspicious of his motives to inspect my vehicle again as it has proven to be very difficult for Mr. Belcher to accept blame for anything or to readily agree to anything in the last 3-months. However, I will allow one more inspection of my vehicle if his demeanor is free of animosity and he actually intends to finally resolve these issues caused by his paint shop. If he decides that he will do this, then I will schedule an inspection after this current bout of weather passes, in the next week. Thank you.

Regards,

[redacted] March 3, 2014

Consumer

Response:

The complaint against MAACO is now resolved.

Complaint ID [redacted].

Regards,

[redacted]

Review: I was told to drop my vehicle on 12/16/2015 and that it would be finished in 7 buisness days give or take. So I called on 12/28/2015 to see when the car would be ready and when I needed to pick it up. [redacted] the shop manager told me that they had not even started to work on it yet, when I inquired as to why he stated that due to the holidays they were backed up. I then asked why I was told to drop it off on the 16th, he replied with we needed to get it in line. I advised him that this was unaceptable and thats why appointments are made. I had been recieveing a retal car from the insurance company and they would not pay for anymore time and [redacted] told me that the car would not be ready till late next week. So I would have to pay myself for another week of rental. [redacted] just stated that there was nothing that they were willing to do. I then called the Maaco corperate office and filed a complaint they stated that they would be in touch with the owner Robert and then get back to me within 48 hours. Not 30 minutes after calling corperate, Robert called and stated that he was very unhappy that I called corperate on him and that he would not be doing any work to my car because of that and told me that I needed to come pick up the car.Desired Settlement: Now that I have exhaused the rental coverage from the insurence and no further coverage will be applied and since no work was done to the vehicle I now have to find another shop to do the work and while its being done will have to pay for a rental out of my own pocket. I think that Robert should pay for a weeks rental coverage. I dont expect this to happen however it is the least they could do.

Business

Response:

When this customer dropped his vehicle off for repairs he was told that the estimated time of completion was 7-10 business days. The work requested was an overall two tone base coat clear coat finish. We advised the customer that due to having to do multiple colors that it would take longer than normal, hence the 7-10 business day turn around. He dropped his vehicle off on Wednesday 12/16/2015. We were closed for Christmas day 12/25 and the following day 12/26. The customer called on Monday 12/28 to inquire on the status of his vehicle and was told that it was not completed and would be ready the week of 1/4/2016. After getting off the phone with us he called our corporate office and told them that we had promised him his car back to him around the 29th of December. After receiving the phone call from our corporate office and becoming aware of the situation I decided that it was probably in the best interest of both the customer and Maaco that we not paint his car based on the belief that we were not going to be able to satisfy this customer. My decision was not based on the customers phone call to our corporate office, it was based on the fact that he was told when dropping his vehicle off how long the job would take (holidays must be taken into effect) and he was not willing to give us adequate time to complete the job properly. I never told the customer that I was unhappy that he had called our corporate office. The customer has requested that Maaco pay for his rental car for a week while he is having the work performed at another shop. I respectfully decline to do so. When I called the customer to tell him that he needed to come pick his car I offered to call his insurance company and work out his rental situation so that he would have his rental when he found another shop to do the work. The customer never took me up on that offer. I am sorry that this particular situation ended poorly but I believe my decision was in the best interest of the customer and Maaco.

Consumer

Response:

I have reviewed the response offer 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.

To Whom It May Concern, I am writing this in response to the owner’s rebuttal to my complaint. He states that I was never told that the vehicle would be ready around the 29th, but I have spoken to the insurance adjuster from [redacted] and he stated that he called them on the 23rd and spoke to a person named [redacted] to get an update on the repair so that he could adjust my rental. He stated that he was told by [redacted] at that time that the repairs had already begun and the vehicle should be ready on or about the 28th or 29th. Also I was told the same thing when I dropped off the vehicle on the 16th. When I found out that work had not even begun on the car when I called on the 28th [redacted] told me at that time that they had been backed up due to the holidays. I asked him why I was not informed or why did he tell me to drop it off on the 16th if they knew that they would not be able to get to it weeks later. [redacted] responded by saying that it needed to get in line. I replied with “isn’t that what appointments are for”. It makes no sense to me to have a vehicle sit for almost 2 weeks with no work being done to the car. After that conversation I looked up other reviews from customers that went to maaco and found that a lot of other people have experienced similar things, which is when I made the decision to call the corporate office and file a complaint. Not 30 minutes after making that complaint I received a voicemail from [redacted] telling me that Robert just got off the phone with corporate and wants you to come pick up your vehicle. When I called back and spoke to Robert he repeated the same thing. And said since I called corporate he does not want to work on the vehicle. With this in mind Robert cannot say that this was not the basis of the action that he took. I was told that my vehicle would not be worked on when I complained to [redacted] it was only after Robert received a call from the corporate office that this came about. And once more the representatives of Robert’s shop lied about work being done to the vehicle and to me when I was told that work would begin shortly after dropping it off. I do not expect anything from Robert in this matter but he should at least apologize for the fact that my car sat for 2 weeks and no work was done and that lies were told leading people to believe otherwise. This is very unprofessional, and unacceptable. Sincerely, [redacted]

Business

Response:

I have apologized to the customer. Unfortunately there are several misunderstandings about dates and time expectations still present that I have already addressed in a previous response. Once again I felt it to be in the best interest of the consumer and the business to not complete the work on this customers car. Our sincere apologies are expressed in this situation.