Maaco Collision Repair & Auto Painting

We are responding to [redacted]'s complaint against Maaco on 9/25/2014. In the begining [redacted] had emailed us pictures of his frame rails which we complied to do half the work with Trade Bank. We have honored our promise and have completed the...

straightening of his frame rails. Therefore his initial job has been completed.  When [redacted] dropped off his vehicle he proceeded to get other things done to his vehicle therefore his estimate went up on labor time. [redacted] has brought us parts that are inadequate to complete the job. The parts were damaged as well as told us that he wants it done to perfection. We have told him that we can do our best to make perfect with given adequate parts but he refuses to do so. [redacted] also want us to proceed with all this additional labor through Trade Bank a company that I told him that we would split the job on the initial first job but we have too much Trade Bank dollars right now and we cannot go beyond $ 600.00, on any additional work. This comes from our owner who has been gracious enough to proceed with more than we agreed to at 1st with our original agreement. Since, notifying [redacted] that we were not going to do all the amount on Trade Bank that he has requested we have had text messages or via email: of threats that he is going to "Call his lawyer" or he is going to "Report you guys to the Revdex.com". We understand that [redacted] may not have the money to complete this job. He may also be upset that he has too much Trade Bank dollars and he is not able to spend them with us. I have offered and recommended that  we fix his vehicle best as possible with the inadequate parts that he has given us as well that we pull his front end as best as possible. This will make his van roadworthy and look presentable. [redacted] wants all new parts as well as it to look perfect and not to mention use more trade dollars. We have proceeded and told [redacted] that he should claim this accident on his insurance as an uninsured motorist claim. If not, let us go about fixing this as best as possible pulling the front end with the inadequate parts provided or he just needs to pick his vehicle up and take it else where or home until he can make up his mind or save up the money. I feel we cannot meet his expectations with the job he wants for the money that he wants to spend. We have stored his vehicle now for almost 90 days free of charge, taken threats and a Revdex.com complaint all in trying to help [redacted]. We really would like to have this resolved ASAP. We hope that [redacted] will receive this message and proceed with one of the options we provided for him. If he cannot we will have to start storage on his vehicle. We also recommend that he applies for a loan to help him financially if he does not agree with our terms. If no settlement is reached after 30 days from now we will start the abandonment process. We will try to work with [redacted] in every way possible from now going forth. We hope to hear a response at his earliest convenience. Thank you,  Maaco

I am rejecting this response because: My Certiport Re-Take Voucher [redacted] for MTA 98-367 Security Fundamentals expiration date February 18, 2017.  I have uploaded the orgininal document as a attachment and listed below is a copy of the email. Sent from XFINITY Connect Mobile App -----Original Message----- From: [redacted][email protected] To: [redacted]@comcast.net Cc: Sent: 2017-01-17 6:20:38 PM Subject: Certiport Retake VoucherMicrosoft Technology Associate EXAM RETAKE VOUCHER Your retake voucher number and expiration dates are included below. If you have any questions please contact us: Email: [email protected] Within the United States: [redacted] Outside the United States: Click here to contact one of our Certiport Authorized Partners.  Retake vouchers must be used for the exam application and version indicated, and cannot be extended beyond their expiration date. The voucher is not valid if altered or revised in any way and cannot be redeemed for cash, credit, or a refund. Candidate Name: [redacted] Voucher number (case sensitive)*: [redacted] Expiration Date: February 18, 2017 Exam to Retake: 98-367:MTA: Security FundamentalsTest Candidate Instructions: Please take note of the exam policies found here. The exam must be taken at a Certiport Authorized Testing Center (CATC). Please contact your desired CATC to ensure they are set up to offer your desired exam and to schedule your exam. Follow these instructions to take the exam: The testing center proctor will launch the Certiport testing system. If you have not previously registered with Certiport, click the Register button and follow the instructions. Once registered, you will enter your Certiport username and password. Once the exam has been selected, choose Payment Method on the confirmation page. Enter your voucher number if it is not populated already. Voucher numbers are case-sensitive and must include the dashes. The proctor will verify your identity and that you have chosen the correct exam. The proctor will enter their username and password. You are now ready to take your exam. If you pass the exam, you will receive an email notification and instructions on accessing your digital transcript. An official certificate will also be mailed to the address specified in your personal profile. Certiport Testing Center Instructions: Click here to view instructions on installing the exam software. Click here to view instructions on administering the exam.

" Mr. [redacted] has not come back, but we are still willing to fix everything that he has a issue with. It seems like we will fix it 10 thousand times and he will not be happy 10 thousand times but we are willing to help."

All employees were questioned regarding this incident and all had noted the crack was present at the time the trailer was dropped off at the facility. Maaco of Modesto takes such incidences very seriously in an attempt to maintain good customer relations and gladly replace any and all parts...

damaged at our facility within reason. Maaco of Modesto employees have always reported such incidents to management. Thus, we have no reason to believe the damage was done here and deny any and all allegations of wrongdoing. We regret any ill will Ms. [redacted] may harbor but Maaco of Modesto should not be responsible for damage that was not done at our facility.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
Yes, it is true that the insurance company was fully aware of the delay, however, that has no bearing on the situation itself.  The main focus for any successful business is good customer service and good customer service comes with trust.  When I took my car in and got an estimate again, I was told it would be an eight hour job.  I certainly understood the changes that occurred during the process.  The issue I have is not solely the length of time it took because the company subtracted my deductible and I didn't have to pay for it.  My other issues are:  On one occasion I was told that my car was ready and drove all the way to the shop which is quite aways from my house, about 15 miles out of the way just to be told it wasn't ready.  No one called me to let me know that it wasn't .  Then by the second week on Monday, 2/8, I was actually told by the owner that it would be done the next day and it was not.  Again,  no one called me to tell me otherwise. Had I not called I'd not been told.  Then when I finally got my car back on 2/12, it was not cleaned at all inside or out.  Dust is everywhere in the car.  So much so to where it gets all over my clothes.  Mud has been tracked in on the carpet,  there's over spray on the wheels, paint drippings inside the door, tape still stuck to the inside door, pieces of debris in the trunk.  I trusted this business to take care of my car and that didn't happen properly.  Last week I was told that they would try to get a detailer there last Saturday to clean my car since they only actually work Monday-Friday, 8-5.  Yet again, because no one called me to tell me otherwise,  I drove back there a second time under the impression that someone would be there to clean it and once again, it was time wasted.  The communication with this company was and has been very poor.  And now, after 4 weeks, today I'm driving back there again for the third time to hopefully have this resolved.  So, for this owner to say my complaint isn't necessary I must disagree.  Not only is it necessary it's substantiated with photos.I certainly don't like being made out to be the bad guy nor do I like trying to make someone else look like the bad guy.  I don't have anything against this company or the owner I just wanted to be treated fairly and with respect, but most of all, I want this company to uphold to everything they proclaim they do in their advertising as well as whats been viewed on tv.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/21) */
Hi Mrs.[redacted]
what we have done for her is just a paint service nothing more to her car ,
.
We don't offer our costumers air back service replacing or installation nor I have a technician for it to do the job.
She made a false...

Statement ,I told her her steering wheel is there that's her air bag .than she say you guys swap it , for what ,
Sorry it is 100% false statement , I have not heard something like that in my entire experience in auto body business
I can't do anything for her .
Thank You
Kind Regards

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
 Appreciate your promptness in getting my matter resolved!

What is it you actually would like me to do? I will take into consideration any reasonable remedy to sqtisfy you.

Initial Business Response /* (1000, 5, 2015/07/27) */
I spoke with the gentleman that represents Western Reserve, this is who repaired this vehicle for and explained to him that the paint code that he had given us for this vehicle was not correct and that we would match the color to the best of our...

ability. He did not want to spend the extra money to blend the color so we did the best we could and I also blend the left rear door for him at no extra charge. However the rest of this car has been repainted by someone other than us and there is no record of a color code for the vehicle. the vehicle had been repaired by someone else and at an earlier time and they MAY have had primer over spray in the interior as well. I offered to look at the vehicle and see if there is anything that could be done to remedy the issues and the vehicle owner did not want to bring it in for us to inspect.I explained to him that he needed to give us the opportunity to see if there is anything we can do to remedy the interior issue. I also offered to repaint the other areas at a very discounted price as long they provide a paint code. He would not give us the opportunity to even look at it.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the manager who created this response keeps telling the same story and will no accept and fault or wrong doing 1st off the paint code is irrelevant because they got it very close on the left side not just where it was blended but the side skirt which was not painted still matches well to the area they did paint the problem lies in the fact that the painter simply used too much pearl on the right rear corner and by doing so gives the paint a yellowish tint as for the interior he likes to blame it on the car instead of again taking any responsibility he claims because the car was painted before there was primer on the interior this is the most ridiculous lie and excuse the car was painted several years ago and in fact I just had interior completely detailed prior to taking it to them and it was absolutely spotless looked like a brand new car its black leather and there was not a single spot of ANYTHING ANYWHERE! in addition if what he states was true they would of noted that on their work order prior to working on it to protect themselves and obviously there is nothing because its another lie and excuse they left my doors open when doing body work so the entire shop could ruin my car this was proved by the fact that my battery was dead when I went to pick it up all doors were left open and they did not care enough about my car to even mask off the opening which would of prevented ALL of this so now every square inch of my interior is coated in a thick powder upon trying to wipe it off found out that its completely dusted with primer on every inch of the interior and the seats are black leather so the interior is pretty much ruined this is a lexus not some piece of [redacted] car they just didnt care enough about the customers vehicle to take any precaution which shows what kind of business they run they trash your car and just expect you to be ok with it we are over an hour away I cant just drive it there and wait around all day while someone attempts remove primer from my seats further damaging the leather which chemicals I have a business to run and will cost me ALOT of money to be gone all day while they play around with it if they didnt care for my car the 1st time I certainly dont want them touching it again
all I heard was lies and excuses out of the managers mouth its one excuse after another putting the blame on every possible thing you can imagine OTHER than taking any responsibility for damaging my car thanks
again I have proof of interior damage lots of pictures showing how they left my car
Final Business Response /* (4000, 12, 2015/09/15) */
Spoke with Eric W., manager, by phone. Consumer does a lot of business with the company. Maaco follows stringent procedures, and the paint technician who worked on this job is very conscientious. They did not have an exact color match from the consumer, had to estimate. Because of their stringent procedures and the experience of the employee who worked on this vehicle, he believes it is highly unlikely they sprayed paint on his interior. Some time passed before the consumer mentioned the paint on the interior of the car. Business offered to take another look at the vehicle, but the consumer refuses to bring it back.

This is in response to [redacted].  In photo marked [redacted] 1 the bumper is attached to the 2 frame horns. The frame horns were pushed to the side and we pulled them back straight for the bumper to attach correctly. As you can see in the pictures the bumper is sitting level at a horizontal position. In the beginning a bumper could not be attached to the frame horns because they were twisted. In picture [redacted] 2 with my hand in the shot shows the frame horns in their correct vertical position. this was our original agreement and the job has been completed to insurance standards. In photo [redacted]2 you can see the inner structure that holds the fender was crumbled in the accident. We brought this additional damage to the attention of Mr. [redacted], he was advised his fender wouldn't bolt up to the fender reinforcement correctly. We pulled the fender reinforcement on the frame machine as best as possible as seen in the photo 1533. Afterwards we showed him that we could bolt a fender to the fender reinforcement but there would be a quarter inch gap because the reinforcement wouldn't pull 100%. We have advised Mr. [redacted] that he should go this route but he has refused because he isn't satisfied with the gap. To make the repair acceptable to Mr. [redacted] will require the fender reinforcement to be replaced and cut and welded onto the radiator support of his vehicle. With doing this addition it will increase the cost of parts as well as a significant  addition to the labor hours of which he did not want to spend. We have refused to take payment on trade. Refer back to picture 1 you will see a carbon header panel this was provided by Mr. [redacted] this panel holds the grill as well as the headlights. as you can see in 1531 this panel is damaged and missing peg holes to where headlights will not align properly. Our employee [redacted] offered to return it for a new one and was unable to because of where it actually came from in addition to the fact  that Maaco didn't order or paid for the part. Picture 1532 you can see where we tried to repair his broken header panel at no charge to Mr. [redacted] to try and help the situation. Mr. [redacted] has not been receptive to ordering a new header panel he has used the excuse that [redacted] would swap out this part which he has not been able to do. Mr. [redacted] has refused to pick up the part and return himself. As mentioned in our first response we recommend Mr. [redacted] have his front end built back up as best as possible because we have already proceeded this far in the job and the only issue will be the slight gaps mentioned earlier in the front of the vehicle. This is not acceptable to Mr. [redacted], he would like the job to be perfect but isn't willing to pay the extra money to achieve this goal. The photos provided today show we have completed the original job and have come up with a fair alternative for having his van repaired to be roadworthy on his budget. If Mr. [redacted] doesn't comply with the options we have given him in a timely fashion we will proceed with storage costs at $15 per day or he can pay for the work done on his vehicle so far or as we have recommended. If Mr. [redacted] wants his vehicle done with no gaps he will have to pay the difference for the repair. All these options have been on the table since before the first report by Mr. [redacted] to the Revdex.com. We are ready to have this situation resolved and Maaco feels that we have been more than accommodating to Mr. [redacted].

I have talked to the customer and asked them to come by so I can look at the vehicle. If their is an issue I will take care of it. The quality of the paint they purchased is very good. I will not refund their money due to their concern of overspray on vehicle.

Revdex.com:
I have reviewed the offer and/or response 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.
According to the statement, I find it hard to accept the business alleging that it was a parking error that cause my bolt in the finder to loosen up and separate from its place. As a professional automobile body shop specializing in repairing body work and painting services, it is the responsibility of the business to advise the customer of any recommendations to fixing EVERY issue with the body of the car. My first consultation and bringing in the vehicle was to repair the finder dint and paint over the dint and minor scratches on the front right bumper. It is correct that I declined repairing the front bumper, it was not needed. The conversation with Vernon was  in regards to repairing the finder,painting the front right bumper,and painting over minor scratches on the rear bumper. I am baffled as a customer in regards to the allegations stating that I backed or pulled my car into a parking space causing the infractions on the rear and front bumper.The front finder part that is out of place also has paint flaking , These allegations are absurd and incorrect. The vehicle was never in an accident nor are these damages made from a parking mistake. I agreed to no repairs on both the rear and front right bumper, however the damage repaired was on the finder where the issue aligns from the bolt being out of place by someone incorrectly disconnecting this.I also stated to the representative that the  after the work was done the back bumper was out of place, not damaged.Meaning that they did not take their time or concern in getting the job completely done. My issues is the line connecting the finder to the bumper being misplaced and resulting in losing the bolt from its place and making the paint flake among the line connection.I do not think it is my responsibility to pay for the unfinished work done to my vehicle.This body shop is not honest and has a reputation with reviews concerning how is unsatisfied customers are, and has little concern for customer satisfaction. I am most displeased with the allegations towards me,as a customer who respectfully paid the company as I relied on them to do the work for me.
Regards,
[redacted]

Ms. [redacted]'s car was towed to us on 2/7/17, she was in [redacted].Insurance check was deposited on 2/17/17 customer was still away & was going to pick up the car when she returns. We did all the work needed per Insurance estimate.Ms. [redacted]'s car is 2015, she had damage on both side fenders...

and hood, she wants us to fix at no charge, which we didn't do.She picked up her car after inspection it and signed a satisfactory completion. We care for our customers.

Refund has been issued but it takes between 7-10 business day to return to your account. The reason the money wasn't refunded at initial time of request was because the customer approved the repairs, parts were ordered and paid for. Refund would not be issued until [redacted] had paid for repairs....

Sorry for the inconvenience.

This customer dropped off his vehicle on November 2, 2015 which was completed and ready for delivery in January of 2016. The customer was notified of his vehicle being ready for pickup as well as the fact it was vandalized which we discounted the repair in compensation for. The customer left the...

vehicle here till May of 2016 when he came in and paid $800.00 toward his $3000.00 repair. We have not seen the customer since this time and this vehicle has remained in storage here. We have the option of charging the customer $40.00 per day for inside storage which would be $13,000.00 above what is owed from the original repair. We agreed to waive all storage fee's as long as the open repair balance is paid and the vehicle is removed from our premises. We have no control over the condition of a vehicle left in storage for 11 months and would have no reason to remove tags from his license plates. At this time the plates would be expired and required new stickers to make the vehicle legal to drive. We have met our obligation to this customer and will not provide any additional services to him or his vehicle.

To whom it may concern,
sans-serif;">     This is in response to case number [redacted], Mrs. [redacted] complaint about work that was performed on 4/15/2015.  Mrs. [redacted] is complaining about the rear bumper lower finish panel being loose and the front bumper not staying in the right side mounting bracket in the fender.  On October 1, 2015 Mrs. [redacted] brought her [redacted] to the shop to inquire about some damages to her car that she felt were our responsibility.  [redacted] is the original work order showing the scope of work which was to repair and repaint the rear bumper cover due to some scratches, repair and repaint the passenger side fender because of a dent at the rear edge near the door, and to blend refinish the passenger side front door to ensure a good color match with the fender.  The third to last line indicates this was an elective repair meaning the customer has chosen not to repair the vehicle according to class A insurance repair standards, but instead has chosen a less expensive repair process involving masking up non painted parts instead of removing them and re-installing after painting.  The reason elective repair is less expensive is because there is no accruing labor for the remove and installation of these parts.  The last line on the original work order states that the customer declined repairing the front bumper.  There was a small amount of paint transfer on the front bumper that we were able to clean off as a customer service gesture.  The issue that was explained to Mrs. [redacted] was that there was nothing removed or replaced on this car when we did the original work.  Upon inspection of the car on October 1, 2015 it was found that it is now missing a mounting bolt, the tab where that bolt mount the front bumper is torn as well, and the front bumper is not staying in the mounting bracket.  I can only hypothesize that this additional damage was already present from the original accident and decided to show itself months after the original work was performed.  Had Mrs. [redacted] not declined repairing the front bumper cover, then our suggestion may have been to replace the front bumper cover once he damage was assessed.  In response to the rear bumper lower finish panel being loose.  Once again, referring to the original scope of work on the work order, nothing was removed off the car when the original damage was repaired.  Upon inspecting the area on October 1, 2015 I noticed scratches and gouges on the very bottom of the finish panel directly below where it has come un mounted.  I can only surmise that something made contact with the rear bumper finish panel and when the car was moved, it pulled the finish panel loose.  Similar to when you pull too far into a parking spot and your front bumper rubs the curb.  When you back up, the curb pulls on the bumper and can damage it.  Finally, in response to the refusal to discuss warranty.  It has always been Maaco's policy that we do not warranty work that we did not perform.  Referring back to the work order one last time, we repaired the rear bumper, right fender, and blended paint into the right front door, all without removing anything from Mrs. [redacted] vehicle.  Maaco's warranty covers adhesion problems with the paint and the gloss/shine of the paint for three years, the integrity of the bodywork performed is covered for one year.  There is no warranty on Mrs. [redacted] front bumper due to the fact that Mrs. [redacted] declined repairing it.  Also there is no warranty on the rear bumper lower panel since it was not removed and it is not a painted part.  The three year warranty is still in tact on the painted surface of the rear bumper, front right exterior door panel, and right fender.  If Mrs. [redacted] wished to have the front bumper repaired, it would be considered a separate job and charged for accordingly. However, we will take into effect her status as a previous customer and offer her a discounted rate on the body labor as a customer service gesture.  Also, when the car is present I will be more than happy to remount the rear bumper lower finish panel at no charge as I offered when she was here in October since it will take no more than five minutes.  If anything further is needed please let me know.
[redacted]

Initial Business Response /* (1000, 5, 2016/03/04) */
We are in possession of the actual repair order that states "Any defects on parts,Maaco will not be responsible for proper fitting."The customer,[redacted], was advised of the outcome of providing an aftermarket part upon dropping off his...

vehicle.Both of his parents we're also informed of this issue.We are firm in our statement and are declining the request for additional repairs,due to the fact that we completed our intended work.

The complaint is being handled directly with the guest. Thank you.Sent on: 7/1/2016 12:25:14 PMSent by: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11115885, and I can't read it. Doesn't matter anyway, I have no choice but to pay whatever they demand.
Sincerely,
[redacted]

The business will be reaching out to the customer directly to address the concerns in this complaint.