Maaco Collision & Repair

Mr [redacted] was informed that areas of his vehicle ( top facing areas; hood, roof, trunk lid) would need to be stripped down to bare metal in order to prevent any damaged paint from showing through new paintWhen given an estimate for such services he was not happy with the priceHe opted out of stripping these areasMr [redacted] was informed that the damaged paint in his vehicle would show through immediately and to an extensive degreeHis repair order, which Mr [redacted] signed, states: "Damaged paint will show through, no warranty on service"It was made very clear to Mr [redacted] , by myself and by the owner that without removed old, damaged paint from his vehicle, that it would affect the finished appearance of his vehicle

Revdex.com:I have reviewed the 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.Upon further thought, I have more complaints to be submittedSee the following:1.Myself and my Girlfriend were both told the car WOULD be ready no later than MondayPeriodNo one said anything about Tuesday until [redacted] hysterically informed me on Monday afternoon.( When the car should have been ready.) [redacted] himself said they made a "Mistake, and it will take more time to fix the car" that was his mistakeNot mineHis mistake cost my Girlfriend and I time at work because we found out last minute we would not be able to have the car on MondayFurther details are: [redacted] came out of the shop around 5:pm on the 16thHe said that last minute tape was not removed properly and the job was messed upThe job I paid him to doWhen I arrived at 8:07am exactly on the morning of the 17th, no one was working on the carIt looked like [redacted] was having some sort of team meetingSo actually, no one was working at allI asked [redacted] for a name and number to corporate and he said he did not have one [redacted] ***, the manager, did not have the name or phone number of his own boss...He also did not seem interested at all that my girlfriend and I will struggle to get to work, and basically didn’t careI then told him I would be calling corporate and [redacted] responded with “They won’t do anything”So I called, and they said they would give me a call backThe waiting game beginsWhen I arrived home to check out the car, they left paint/tape trash in my back seatThen I looked at the rear of my car, and there is paint on my rear passenger break light that I had to scratch off with a coinSome of the paint is still on there if photos are neededThen I noticed they didn’t remove all of the yellow/white paint tape they use from the bottom of my bumperWhich I did myselfSee picture that was taken at my aptI believe I smelled alcohol on the breathe of [redacted] and that is when I became upsetJustifiablyAt this point I would like a justifiably large sum of the transaction to be refunded to meI was lied to, treated disrespectfully, had to visit the shop multiple times to get my vehicle, the paint job is not worth 400$, and they took days to do a mediocre jobFor dollars I expect perfection on timing, paint, and skillIf I wanted a bad job done, and to take days to do itI would have just done it myselfIt is obvious [redacted] is not taking accountability for his work, services offered, or professionHe expects to give off the image as one of the best auto paint shops in Richmond, but neither his skill nor professionalism back that If he were to take accountability for his own mistakes, he would have offered a partial refund in advance[redacted]

Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The signed document stated that some imperfections may show through, which I'm not debating nor am I requesting a warranty as my vehicle has not left the property. My husband was mislead to believe that with the sanding, sealer, and upgraded paint that SOME of the damage would show;however, ALL of the damage is showing. If that was made clear that there would have been NO difference ( clear not suggestive of better) my husband would not have opted to take any services. From our experience with painting, what was agreed upon would have generated different results. This is about the integrity of word and service not money, but at this point the adjustment on price is the only option that I felt is appropriate especially based on the customer service I received. I'm more than happy to hear additional optionsRegards,*** ***

In an attempt to resolve the customers dissatisfaction with the paint service, the customer was advised to return to our facilityOnce at our facility the customer demanded that we repair imperfections caused by previous body repairs, not performed by our shopIn our service contract, which the
customer signed at the time of repair, it is explicitly stated that we are not responsible for imperfections or paint failure caused by previous repairThe shop manager was willing to repair other areas of the vehicle, not related to the previous damage repair, in an attempt to appease Mr***Mr*** was not satisfied with the offer and at this point became visibly irate, making threatening gestures and verbally threatening the shop managerThe customer was asked to leave the premises but continued to yell obscenitiesCity police officers had to be called to remove Mr*** from the property. Mr*** and his wife have made defamatory and slanderous accusations of illegal drug use at shop, by the shop managerAt this point, Mr*** is no longer welcome at our facilityWe are not willing to reimburse Mr*** for any amount and will not perform any further repairs on his vehicleAs well, if Mr*** continues to make and slanderous statements we will be forced to pursue legal action

While the initial contact with the owner *** may be pleasant, advertisement of the shop work and finished product leaves questionable trust in the establishment I recommend that you take pictures of your vehicle before leaving it and get in writing whether the vehicle will be sanded down completely and what repairs will be done prior to painting Areas where the old paint was sanded down was painted over left a rough look Paint dripping that had ran then dried and pained over is an amateur job and unprofessional To my surprise the will to fix the paint job was placed on myself to pay them to fix their mistakes I guess thats one way of getting back their half off special pricing Warning this is franchised own and your hard earn money is not worth their dishonesty and unprofessionalism Go to the one on Midlothian or seek another paint and repair shop

We understand Mr***'s dissatisfactionTo address the issues he has listed:-Untimely completion of workAt time of drop-off (Friday morning 03/13/2015)
customer was informed that we would attempt to have his vehicle repair completed by Monday 03/16/2015, but would likely take longerThis completion time is an estimation, not a guaranteeIn reality this span of time amounts to working day, not as repair work is not performed on the weekend. As well, in attempt to meet our proposed Monday delivery date our shop Manager *** ***, our painter and our masker stayed two hours beyond regular business hours to finish the vehicle. -Bad job At the time of this complaint (Tuesday 03/17/2015) Mr*** has not seen the finished product and thus does not have grounds to judge the quality of repair-Poor service To correct a flaw in the paint, the vehicle bumper has been repainted, at not additional cost to Mr***When Mr*** came into our shop Tuesday 03/17/2015, he demanded that he should be compensated for a repair that was not yet completed within the estimated completion timeMr*** began raising his voice and becoming irateAt that point, our shop manager informed Mr*** that he has the right to leave.At the time of this complaint response, Tuesday 03/17/11:am, we have been in possession of Mr***'s vehicle for a total of working/business daysThe imperfection in his bumper has been repaired and will be ready for delivery before close of business today. We do everything that we can to complete work in a timely matterUnfortunately, imperfections and flaws are an unavoidable factor in the automotive refinishing industryThe cost of error correction is not passed along to customers and the status of repairs is continuously communicated to our patrons

In an attempt to resolve the customers dissatisfaction with the paint service, the customer was advised to return to our facilityOnce at our facility the customer demanded that we repair imperfections caused by previous body repairs, not performed by our shopIn our service contract, which the
customer signed at the time of repair, it is explicitly stated that we are not responsible for imperfections or paint failure caused by previous repairThe shop manager was willing to repair other areas of the vehicle, not related to the previous damage repair, in an attempt to appease Mr***Mr*** was not satisfied with the offer and at this point became visibly irate, making threatening gestures and verbally threatening the shop managerThe customer was asked to leave the premises but continued to yell obscenitiesCity police officers had to be called to remove Mr*** from the property.
Mr*** and his wife have made defamatory and slanderous accusations of illegal drug use at shop, by the shop managerAt this point, Mr*** is no longer welcome at our facilityWe are not willing to reimburse Mr*** for any amount and will not perform any further repairs on his vehicleAs well, if Mr*** continues to make and slanderous statements we will be forced to pursue legal action

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Owner is not willing to honor warranty or fix problem spot on vehicleHe even admits in his response that he agreed to fix those area meaning that he is aware and admitting that the work performed was not satisfactorySlander is only slander if the accusations are falseI welcome any legal action or arbitration from ** *** ***If partial refund is not made or warranty work done I will file civil action after getting quote from another auto body shop to fix chipping paint

Maaco West Broad Management feels that all obligations outlined in Mr. [redacted]'s service contract had been fulfilled within the estimated completion time frame. At this time we are not inclined to refund any portion of the repair cost. We greatly appreciate Mr. [redacted]'s patronage and all of his feedback. As a gesture of goodwill, we can offer a 10% discount on any Overall Paint service Mr. [redacted] would like to have done at this location, in the future. -Maaco West Broad Management

Revdex.com:I have reviewed the 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.Upon further thought, I have more complaints to be submitted. See the following:1.Myself and my Girlfriend were both told the car WOULD be ready no later than Monday. Period. No one said anything about Tuesday until [redacted] hysterically informed me on Monday afternoon.( When the car should have been ready.)2. [redacted] himself said they made a "Mistake, and it will take more time to fix the car" that was his mistake. Not mine. His mistake cost my Girlfriend and I time at work because we found out last minute we would not be able to have the car on Monday. Further details are: [redacted] came out of the shop around 5:45 pm on the 16th. He said that last minute tape was not removed properly and the job was messed up. The job I paid him to do.3. When I arrived at 8:07am exactly on the morning of the 17th, no one was working on the car. It looked like [redacted] was having some sort of team meeting. So actually, no one was working at all. I asked [redacted] for a name and number to corporate and he said he did not have one. [redacted], the manager, did not have the name or phone number of his own boss...He also did not seem interested at all that my girlfriend and I will struggle to get to work, and basically didn’t care.4. I then told him I would be calling corporate and [redacted] responded with “They won’t do anything”. So I called, and they said they would give me a call back. The waiting game begins.5. When I arrived home to check out the car, they left paint/tape trash in my back seat.6. Then I looked at the rear of my car, and there is paint on my rear passenger break light that I had to scratch off with a coin. Some of the paint is still on there if photos are needed.7. Then I noticed they didn’t remove all of the yellow/white paint tape they use from the bottom of my bumper. Which I did myself. See picture that was taken at my apt.8. I believe I smelled alcohol on the breathe of [redacted] and that is when I became upset. Justifiably. At this point I would like a justifiably large sum of the transaction to be refunded to me. I was lied to, treated disrespectfully, had to visit the shop multiple times to get my vehicle, the paint job is not worth 400$, and they took 2.5 days to do a mediocre job. For 400 dollars I expect perfection on timing, paint, and skill. If I wanted a bad job done, and to take 2.5 days to do it. I would have just done it myself. It is obvious [redacted] is not taking accountability for his work, services offered, or profession. He expects to give off the image as one of the best auto paint shops in Richmond, but neither his skill nor professionalism back that.  If he were to take accountability for his own mistakes, he would have offered a partial refund in advance.[redacted]

Mr. [redacted] was informed that areas of his vehicle ( top facing areas; hood, roof, trunk lid) would need to be stripped down to bare metal in order to prevent any damaged paint from showing through new paint. When given an estimate for such services he was not happy with the price. He opted out of...

stripping these areas. Mr. [redacted] was informed that the damaged paint in his vehicle would show through immediately and to an extensive degree. His repair order, which Mr. [redacted] signed, states: "Damaged paint will show through, no warranty on service"It was made very clear to Mr. [redacted], by myself and by the owner that without removed old, damaged paint from his vehicle, that it would affect the finished appearance of his vehicle.

Review: Revised complaint related to complaint ID [redacted]

My husband took our car to MAACO for a basic paint job. During the conversation, they discussed the different options from stripping all panels to only sanding with sealer and upgraded paint. My husband decided based on the conversation that we would go without stripping the whole car ( it's older) since the manager and owner suggested that only some imperfections would show through. When we went to pick up the car and looks like it was sprayed straight with no sanding at all showing all imperfections. Though, we didn't expect it to be perfect, we did not think it would show all imperfections especially after the conversation with the business. He requested to speak with the manager and was told he would be in on Saturday ( 4 days later) to talk about the car. I called requested to speak to him sooner and then 5 mins later the shop manager calls my husband and states that he spoke to the owner and they are not changing anything that they told him it would look bad. Interesting sales pitch - I'm sure we wouldn't have paid money if they had said it would look like the exact same with a different color. They never tried to discuss options just rather said he signed a legal binding document and to come pick up the car. I certainly do not want them to touch my car again as my experience has been one of the worst ever but I believe the paint job is worth much less than $900 and would like at least $300 taken off of the final price as we will have to go somewhere else to have the car painted have way decent. I would also like to deal with the owner rather than the shop manager Jake as he was not pleasant or helpful. Thank you for your assistance.Desired Settlement: I would like the final price of the paint job reduced by $300 from $900 to $600 based on the quality of the work and misleading discussion that suggested the car would look better with only some imperfections rather than being honest and stating it would look the exact same.

Business

Response:

Mr. [redacted] was informed that areas of his vehicle ( top facing areas; hood, roof, trunk lid) would need to be stripped down to bare metal in order to prevent any damaged paint from showing through new paint. When given an estimate for such services he was not happy with the price. He opted out of stripping these areas. Mr. [redacted] was informed that the damaged paint in his vehicle would show through immediately and to an extensive degree. His repair order, which Mr. [redacted] signed, states: "Damaged paint will show through, no warranty on service"It was made very clear to Mr. [redacted], by myself and by the owner that without removed old, damaged paint from his vehicle, that it would affect the finished appearance of his vehicle.

Consumer

Response:

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.The signed document stated that some imperfections may show through, which I'm not debating nor am I requesting a warranty as my vehicle has not left the property. My husband was mislead to believe that with the sanding, sealer, and upgraded paint that SOME of the damage would show;however, ALL of the damage is showing. If that was made clear that there would have been NO difference ( clear not suggestive of better) my husband would not have opted to take any services. From our experience with painting, what was agreed upon would have generated different results. This is about the integrity of word and service not money, but at this point the adjustment on price is the only option that I felt is appropriate especially based on the customer service I received. I'm more than happy to hear additional options. Regards,[redacted]

While the initial contact with the owner [redacted] may be pleasant, advertisement of the shop work and finished product leaves questionable trust in the establishment. I recommend that you take pictures of your vehicle before leaving it and get in writing whether the vehicle will be sanded down completely and what repairs will be done prior to painting. Areas where the old paint was sanded down was painted over left a rough look. Paint dripping that had ran then dried and pained over is an amateur job and unprofessional. To my surprise the will to fix the paint job was placed on myself to pay them to fix their mistakes. I guess thats one way of getting back their half off special pricing. Warning this is franchised own and your hard earn money is not worth their dishonesty and unprofessionalism. Go to the one on Midlothian or seek another paint and repair shop.

Review: Had car painted at this location and the work is horrible. Took vehicle back to company three times to get fixed and still have issues with the paint job. Purchased warranty with paint job and now owner will not honor.Desired Settlement: I would like a refund partial or full. If not I would like rework to be done at different Maaco location

Business

Response:

In an attempt to resolve the customers dissatisfaction with the paint service, the customer was advised to return to our facility. Once at our facility the customer demanded that we repair imperfections caused by previous body repairs, not performed by our shop. In our service contract, which the customer signed at the time of repair, it is explicitly stated that we are not responsible for imperfections or paint failure caused by previous repair. The shop manager was willing to repair other areas of the vehicle, not related to the previous damage repair, in an attempt to appease Mr. [redacted]. Mr. [redacted] was not satisfied with the offer and at this point became visibly irate, making threatening gestures and verbally threatening the shop manager. The customer was asked to leave the premises but continued to yell obscenities. City police officers had to be called to remove Mr. [redacted] from the property. Mr. [redacted] and his wife have made defamatory and slanderous accusations of illegal drug use at shop, by the shop manager. At this point, Mr. [redacted] is no longer welcome at our facility. We are not willing to reimburse Mr. [redacted] for any amount and will not perform any further repairs on his vehicle. As well, if Mr. [redacted] continues to make false and slanderous statements we will be forced to pursue legal action.

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Owner is not willing to honor warranty or fix problem spot on vehicle. He even admits in his response that he agreed to fix those area meaning that he is aware and admitting that the work performed was not satisfactory. Slander is only slander if the accusations are false. I welcome any legal action or arbitration from [redacted]. If partial refund is not made or warranty work done I will file civil action after getting quote from another auto body shop to fix chipping paint.

Review: Bad Paint, Bad Job, Worst Service.

Took them 5.5 DAYS! to paint my bumper. Took them an extra 1.5 days because they "Messed up" and took the tape off wrong.

I was told the car would be ready at 530, but had to wait another day because they screwed the tape up. The Manager, [redacted], was very rude and did not try to compensate me for HIS!!! mistake. Then he told me to leave his premises.

Very rude, very immature.

By: [redacted]Desired Settlement: I would like some sort of refund for all of the hoops I have had to jump through.

Business

Response:

We understand Mr. [redacted]'s dissatisfaction. To address the issues he has listed:-Untimely completion of work. At time of drop-off (Friday morning 03/13/2015) customer was informed that we would attempt to have his vehicle repair completed by Monday 03/16/2015, but would likely take longer. This completion time is an estimation, not a guarantee. In reality this span of time amounts to 2 working day, not 5.5 as repair work is not performed on the weekend. As well, in attempt to meet our proposed Monday delivery date our shop Manager [redacted], our painter and our masker stayed two hours beyond regular business hours to finish the vehicle. -Bad job At the time of this complaint (Tuesday 03/17/2015) Mr. [redacted] has not seen the finished product and thus does not have grounds to judge the quality of repair. -Poor service To correct a flaw in the paint, the vehicle bumper has been repainted, at not additional cost to Mr. [redacted]. When Mr. [redacted] came into our shop Tuesday 03/17/2015, he demanded that he should be compensated for a repair that was not yet completed within the estimated completion time. Mr. [redacted] began raising his voice and becoming irate. At that point, our shop manager informed Mr. [redacted] that he has the right to leave.At the time of this complaint response, Tuesday 03/17/2015 11:00 am, we have been in possession of Mr. [redacted]'s vehicle for a total of 2.5 working/business days. The imperfection in his bumper has been repaired and will be ready for delivery before close of business today. We do everything that we can to complete work in a timely matter. Unfortunately, imperfections and flaws are an unavoidable factor in the automotive refinishing industry. The cost of error correction is not passed along to customers and the status of repairs is continuously communicated to our patrons.

Consumer

Response:

I have reviewed the 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.Upon further thought, I have more complaints to be submitted. See the following:1.Myself and my Girlfriend were both told the car WOULD be ready no later than Monday. Period. No one said anything about Tuesday until [redacted] hysterically informed me on Monday afternoon.( When the car should have been ready.)2. [redacted] himself said they made a "Mistake, and it will take more time to fix the car" that was his mistake. Not mine. His mistake cost my Girlfriend and I time at work because we found out last minute we would not be able to have the car on Monday. Further details are: [redacted] came out of the shop around 5:45 pm on the 16th. He said that last minute tape was not removed properly and the job was messed up. The job I paid him to do.3. When I arrived at 8:07am exactly on the morning of the 17th, no one was working on the car. It looked like [redacted] was having some sort of team meeting. So actually, no one was working at all. I asked [redacted] for a name and number to corporate and he said he did not have one. [redacted], the manager, did not have the name or phone number of his own boss...He also did not seem interested at all that my girlfriend and I will struggle to get to work, and basically didn’t care.4. I then told him I would be calling corporate and [redacted] responded with “They won’t do anything”. So I called, and they said they would give me a call back. The waiting game begins.5. When I arrived home to check out the car, they left paint/tape trash in my back seat.6. Then I looked at the rear of my car, and there is paint on my rear passenger break light that I had to scratch off with a coin. Some of the paint is still on there if photos are needed.7. Then I noticed they didn’t remove all of the yellow/white paint tape they use from the bottom of my bumper. Which I did myself. See picture that was taken at my apt.8. I believe I smelled alcohol on the breathe of [redacted] and that is when I became upset. Justifiably. At this point I would like a justifiably large sum of the transaction to be refunded to me. I was lied to, treated disrespectfully, had to visit the shop multiple times to get my vehicle, the paint job is not worth 400$, and they took 2.5 days to do a mediocre job. For 400 dollars I expect perfection on timing, paint, and skill. If I wanted a bad job done, and to take 2.5 days to do it. I would have just done it myself. It is obvious [redacted] is not taking accountability for his work, services offered, or profession. He expects to give off the image as one of the best auto paint shops in Richmond, but neither his skill nor professionalism back that. If he were to take accountability for his own mistakes, he would have offered a partial refund in advance.[redacted]

Business

Response:

Maaco West Broad Management feels that all obligations outlined in Mr. [redacted]'s service contract had been fulfilled within the estimated completion time frame. At this time we are not inclined to refund any portion of the repair cost. We greatly appreciate Mr. [redacted]'s patronage and all of his feedback. As a gesture of goodwill, we can offer a 10% discount on any Overall Paint service Mr. [redacted] would like to have done at this location, in the future. -Maaco West Broad Management