Maaco Collision Repair & Auto Painting

We did a front end collision repair on this vehicle in January at which time we did replace the radiator as part of the repair. They called us in November and told us they had taken it Oil can Henry's for an oil change and they said they were told that is was leaking radiator fluidHe
told us that when the hood was lifted the fluid was going everywhere.It was not the radiator leaking, the water pump had failedThey did not mention that it had overheated when they took it in for the oil change They had it towed in and it was not the radiator. It was the water pump. We replaced the water pump and gasket, refilled the fluid, let it run for minutes and then topped off the fluid. They picked it up and called later saying there was smoke coming out of the exhaust. They said that there was no fluid in it. The fluid had gone out through exhaust pipe via the head gasket from it overheating previously

The client is incorrect in his assessment of the project. The pictures and his description of the work practices are misleading. Anyone who has been involved with asbestos abatement work knows that there is going to be residual damage on walls, ceilings etc do to the containment and work area...

preparation process. The proposal for this project did not include repair and upgrade work at the end of the abatement process, as part of the scope of work. Our company went out of our way to assist the client in every way we could during our phase of the project. The client seem to be under a great deal of stress when on site, he never had a complaint for us, only compliments for our work and workers. Our company worked diligently, safely and in a timely manner,  we undrestood the clients desire to move into the next phase of his project. This project had many issues for the client to deal with - other trades and their time frames, inspections, insurance coverage concerns and the family wanting to reoccupy ASAP. We understand the clients frustration during this project, but we have completed numerous projects of this size and larger and have never had a complaint. We hope that the client is in his home and everything has worked out well for him and his family. Environmental Experts takes pride in its excellent service record and client history. We will review this complaint, take it  into consideration and we will make changes if necessary. Thank you,[redacted]

Initial Business Response /* (1000, 5, 2015/11/24) */
The part in question is the rear bumper cover step pad which our estimator thought came with the upper bumper cover that we replaced. The customer was told that if we find anything not on the estimate we would call him to see hoe he wants us to...

proceed. When the bodyman took the rear bumper cover off and inspected the new parts he found that the step pad did not come with the new bumper cover. He also found that we needed a couple of brackets that where not on the estimate. The estimator called the customer, as we said we would, the customer was had no problem paying for the brackets that we could not see at the time of the estimate but he did not want to pay for the step pad. As I trieded to explain to the customer some step pads come with the bumper cover and others do not. He then asked me to hold off on the step pad until he called our corporate office. After recieving and replying to the complaint sent by our corporate office it was determined that we would not be paying for any portion of the step pad. I have attached a copy of that complaint.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They told me the estimate for everything they can see and bumper cover you can see its on the top of the bumper. also the corporate office told me that the owner call me. when I asked the manger he said he knownothing about it he takes care of all the issues so I think the manger was never even told what happened. They don't care if they were wrong or told me wrong info. that's the way they run they shop. the manger even said thing get missed all the time its part of the business
Final Business Response /* (4000, 9, 2015/12/10) */
Per a phone call from the company, they have requested to utilize Revdex.com's Mediation/Arbitration program in an effort to reach a resolution. For questions regarding the process or to accept that offer, please contact [redacted] at Revdex.com. Tel. [redacted] or email [redacted]@thefirstRevdex.com.org

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. Mr. [redacted] did not respond to the following: - Inappropriate staff behaviour from Mr. [redacted] (yell at me as customer in front of my family) when I compliant and he came to meet me in my house on Thursday September 1st. - I disagree when he describe  that the company works diligently, safely and in a timely manner, Please refer to the photos you will see the following : sleeping on site, bringing food/coffee inside contaminated house - Not Following the work plan approved by MASSDEP (staff not wearing Protective suits during the abatement, Disposing/missing house hold items without the owner permission) - Inappropriate fragile Packing that damage most of my kitchen content.    Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/22) */
Ms. [redacted] brought in her vehicle to be estimated on 10/12/15, at which time she was told her front bumper cover needed to be replaced due to impact damage, at an estimated cost of over $800. She declined this estimate and asked for a less...

expensive repair as she was planning on selling the vehicle. The repair she agreed to was to glue the crack in her bumper cover, thereby avoiding the cost of a new part as well as the cost of painting that new part. Repairs were completed 10/17/15 and the vehicle was picked up the same day, at a cost of under $300.
Now, several months later, Ms. [redacted] has ONCE AGAIN impacted something (she stated she hit a snow bank this time) which caused additional damage to her front bumper cover and/or caused the repair from October to fail. Any warranty the customer would have had is automatically voided once the vehicle is involved in a subsequent accident. This is standard. No plastic bumper cover, new or used, is likely to withstand the force of an impact with a snow bank.
Ms. [redacted] states that she was told at the time of the original repair "we will fix it one more time, when you hit the pavement." This is false and makes no sense. No shop, including this one, would ever agree to fix a car for free the next time a customer hits something! Ms. [redacted] has also stated in her letter that she is not interested in getting her car repaired at Maaco anymore and she simply wants a full refund. She wants a refund for work done in October because we are refusing to fix...for free...damage she has done to her car in December. This is absurd on its face.
Ms. [redacted] paid $268.50 for the original repair, which she is now disputing, based on "service quality issues", however, the root cause for all this is NEW damage she herself caused and which she inexplicably expects us to fix for free.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The guy I dealt with at Maaco is a liar. Bottom line is that I received horrible repair service and lied to about getting my car fixed when it broke again. I was never in an accident, I never hit a snow bank. My bumper that was glued back to my car detached when it snowed and I drove on the snow. My boyfriend was present when this liar clearly said they would fix the car one more time if I was to hit a pavement. I guess I should have known that no amount of glue is strong enough to hold a car together despite this guy at Maaco assuring me that. I refuse to be taken advantage of and will fight this until I get my money back. I have currently disputed the charge with my credit card, and I will sue Maaco if I have to. On top of that I will make sure everyone I know, family, friends, co-workers, neighbors to stay away from Maaco in Fridley as they perform mediocre work and refuse to provide a warranty for their sub-standard work.
Final Business Response /* (4000, 9, 2016/01/07) */
The customer has so far not even bothered to bring in the car and only wants to call in and be told that we will fix the damage, sight unseen. The customer states she hasn't hit anything, but also states we promised we would "fix the car one more time if I was to hit the pavement". The customer's story doesn't add up. The customer declined the recommended repair in favor of the sub-standard repair.

I request ardbitration

[redacted], store manager, has been assigned this vehicle and will be monitoring it's completion personally.  Once the repairs are complete, I will review entire repair process, length of time, and any other variables.  I am willing to work with my customer on her rental expenses, I understand...

the frustration and will do my best to make it right for her.  [redacted] has already communicated between the filing of this complaint and today.  A plan has already been discussed and put in place.

I spoke with Mr. [redacted] and he is very pleased with our driveway.  The culvert beneath accumulated some stone in it.  We cleaned it out. Very truly yours, [redacted] M. [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. 
Regards,
[redacted]

The customers latest response and facts just don't line up.    We were in fact in the process of correcting the 1 valid warranty covers concern and in process of mixing up some freee paint a the customers request, when they begin to berate Maaco and the individuals in the shop including threats.    It is then when we halted the complimentary services.      We apologize for our involvement in the customer initiates escalation and could have done better.   However the facts remain that we did what we were contracted to do.   We are unable to accept responsibility for performing work that the customer specifically declined and did not contract us to perform

I am rejecting this response because: his statement is not true.  When I  arrived at Maaco on September 15, 2014, I knew that I was going to drop my trailer off, so when I pulled into the parking lot, I immediately starting to disconnect my trailer, disconnecting my lights first.  Then I thought, I had better ask him where he wants me to park my trailer, and went into the office to ask.  He stated that "I could drop it there and they can move it, or I could back it up into the driveway adjacent to the building."  I decided I would back it into the driveway and didn't need to plug my lights back in to back it up.

Complaint: [redacted]
I am rejecting this response because:It does not compensate the $2,000 spent in excess of what would have been a month of repair work. Any time 'wasted' waiting on supplements from the insurance company could have been avoided by Maaco keeping me more in the loop and making proper assessments of damage the first time around. Regards,
[redacted]

Revdex.com:
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.  Thank you. [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The response is false, there was no offer by the shop at the time of pickup. I was advised to go else where,and  they were done with car. In fact the manager recommended a company called ABRA. He then threatened me with physical violence. If you (Revdex.com) go to Facebook and enter MAACO Puyallup Wa Reviews, you will notice 4 other customers have had the exact experience with MAACO of Puyallup. Since my experience I have met others who have had the same issues. I also have written memo's from the Taoma MAACO, directed to MAACO Corp addressing the quality issues, and lack of customer concerns. This Puyallup MAACO, is a business operated with a " intimidation, fear, and threatening attitude".I will not rescind my original statements. [redacted]

Have an older Acura with scratches on it but still low mileage and wanted to paint it but not pay more for paint job than the value of the car. Took it to a body shop with good reputation for quote & was mortified, $4,500. I took it to maaco & got it for $1,500. It has that pearlized paint so it cost more. I am very happy with the job., only complaint is the inside of the door handles are rough feeling. I wish I had been told & I would have paid more to have them taken off as to not have had this happen.

As previously stated, we are unable to obtain a replacement voucher or have Certiport issue one. Please see previous conversation below:We have spoken with Certioort and confirmed that due to the expired re-take voucher Wise Guys PC was unable to provide the exam for Ms. [redacted]. Certiport has informed Ms. [redacted] that they are unable to re-issue the expired voucher and that she is more than welcome to file a grievance with their company. Wise Guys PC is unable to get a re-take voucher issued as we are only a testing center and followed Certiport's rules for attempting to test Ms. [redacted].

---------- Forwarded message ----------From: Maaco North KC<[redacted]>Date: Thu, Feb 25, 2016 at 10:31 AMSubject: Complaint ID [redacted] ResponceTo: [redacted]The insurance company was fully aware of the delays due to the vehicle having a none OEM color on it. They are not concerned with the amount of time it took and Ms. [redacted] has no standing with the insurance company therefore her complaint is unnecessary.MAACO North Kansas City307 Tennis CourtKansas City, MO 64116"Behind [redacted] in North Kansas City"###-###-####[redacted]

I am rejecting this response because:  when I dropped my trailer off at Maaco on September 15, 2014, the light plug was connected to my pickup and functioning properly.  When I picked up the trailer on Saturday, September 20, 2014, the plug wouldn't even plug into the connector due to a crack on the plug.  Obviously the damage happened sometime between September 15, 2014 after 9:00 a.m. through Saturday, September 20, 2014 at 11:45  a.m. at  the Maaco facility.   Anyway, why would I go to all the trouble to have my trailer painted knowing that my lights weren't working thus eventually getting pulled over, and in anticipation of taking my horses on a trail ride the very next day. My lights were working properly prior to dropping my trailer at Maaco, and not working when I picked the trailer up.   If you would like me to secure written, notarized statements that my lights were functioning properly prior to September 15, 2014, I would be more than happy to do so.   Also, I would like Maaco to forward me copies of the pictures they took on September 15th.  Like I told [redacted], one of Maaco's employees on September 20, 2014, their employees will never admit to damaging the plug....spineless...also we may have another issue with the trailer....need to verify later this afternoon.

MY REPLY TO MAACO'S RESPONCE LETTER. FRIST OF ALL THEY ARE SUPPOSED TO STRAIGHTEN FRAME(PULL FRAME ) NOT JUST BEND FRAME (RAILS) OR FRAME (HORNS)SO THEY CAN PUT THE BUMPER ON AND SAY ITS STRAIGHT.SO THE INITIAL JOB HAS NOT BEEN COMPLEATED ADEQUATELY. I DONT UNDERSTAND THE INADEQUATE PARTS THEY KEEP SAYING. ALL THE PARTS I SUPPLYED THEM WITH ARE NEW AND CORRECT PARTS WITH EXCEPTIONS TO THE DAMAGED PART THAT [redacted] SAID HE WOULD EXCHANGE FOR ME. I WILL ATTACH MY INVOICE FOR THE I SUPPLYED THEM. YES ON INITAL CONTACT [redacted] SAID HE WOULD DO AT LEAST HALF ON TRADEBANK THEN HE GOES UP $400.00 ON PRICE AND THEN HE SAID HE WOULD ALL THAT ON TRADEBANK THEN HE CALL'S AGAIN AND NEEDS A $1,083.55 MORE AND THAT'S WHEN I MADE HIM THE OFFER THAT HE DO THE $1,000.00 ON TRADEBANK AND THE $750.00 IN CASH. TRADEBANK MEMBERSHIP RULES STATE YOU MUST DO ONLY TRADE DOLLARS AND NO CASH UNLESS TOTAL IS OVER $10,000.00. I WAS TRYING TO HELP THEM OUT WITH DOING THE CASH / TRADE OFFER HE MADE ME EVEN KNOWING IT WAS NOT RIGHT. AS FAR AS THE (NOT HAVING ENOUGH MONEY )STATEMENT. THAT IS NOT THE PROBLEM. IF THEY WERE NOT A TRADEBANK MEMBER I WOULD HAVE EITHER PAID THEM OR PROBABLY CHOSEN SOMEWERE ELSE. AT THIS TIME MY TRUCK HAS BEEN AT MAACO FOR 51 DAY'S NOT ALMOST 90 AS THEY STATED SO I SHOULD BE THE ONE GETTING PAID FOR THE LOSE OF USE FOR THE 50 DAYS THEY HAVE BEEN LETING MY TRUCK SIT. MY RESOLUTION IS THAT THEY FIX MY TRUCK (CORRECTLY),IN A EXPEDITED TIMELY MANNER AND AT THE PRICE HE QUOTED.

8/27/14
Mr. [redacted]
brought in a 1979 Dodge van on July 21. The estimator walked around the van
with the customer and marked all visible dents and creases. The color was
decided on and the van  was painted. Upon
completion the customer found imperfections and the van was repainted free of
charge. After the van was repainted the customer noticed more dents that had
not been previously visible because the old paint had oxidized and the new
paint is shiny and shows dents much more clearly.
 
            Maaco management
 met on 8/27 and called Mr. [redacted] at approximately
10:15  to get this problem resolved. Mr.
[redacted] did not answer and was left a voice message. Maaco's plan of action is to
move forward ASAP, as soon as Mr. [redacted] agrees on a total price for the
additional work on his van.