Maaco Collision Repair

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:The owners response does not address my complaint Simply put The estimate reads "Repair, Sand and Prime Left 1/4, straighten sand and prime left side front and rear doors & straighten sand and prime roof" This work was not done Repair work and sanding was not done as the bodywork shows through the paint This is unacceptable I was charged labor to make repairs but all I received was a $paint jobMy resolution suggested hold firm In addition, it was explained via phone call after the work was completed that we were not happy with the work I was told I had to meet Dave the owner by the other Dave When I asked when he is in I was told he comes and goes and does not have a schedule.I explained I would bring the car back after my daughter returns from college.I am the owner of the vehicle and my daughter is the driver I was responsible for the payment for this work Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Please see the attached photos I also have more pictures, however, I am only allowed to upload 4.In response to the message below, I disagree with several things that were statedFirst, I never said that [redacted] was my husbandDuring the initial conversation with ***, It was explained to him in detail that [redacted] is my "boyfriend" and he was getting quotes for a quality paint job on my behalf [redacted] went on to explain to [redacted] that my car had been recently stolen, and I wanted to explore options of having the car repainted a completely different color; as we were concerned about my safety due to the theftAfter their initial conversation, [redacted] took me to Macco to meet [redacted] and select the colorWhile there, I also personally put down a 50% deposit on my credit card (I also personally signed the down payment receipt) for the work to be done and upgraded to the premium paint and service.Although [redacted] and [redacted] discussed the difference in price compared to other shops, we were left with the impression that the craftsmanship would be qualityIn addition, I ultimately chose Macco because of their website and advertisements which speaks to their meticulous work.We weren't in the market for a $dollar paint jobHowever, I did have several quotes from other credible shops, which were only a few hundred dollars more than Macco, and included more optionsAgain, I chose Macco because of their website, and nation reputation for quality.In regards to me being satisfied with the paint job, on the surface from a distance everything appeared to be okayHowever, we are not familiar with painting vehicles so therefore we didn't quite know what we were looking atIn fact, when [redacted] picked up the vehicle, no one from Macco escorted him out to go over the final detailsHe was basically asked to sign the document, which appeared to be a receipt and then handed the keyTherefore, he was asked to sign the document before he even saw the carAgain, we weren't familiar with the process so we thought that we were signing a receipt, and not a document acknowledging our satisfaction with the work.Once I notice the overspray, peeling areas around the hood, swirl marks in the chrome, and the roughness around the mirrors and doors handles, I asked [redacted] to take the vehicle back to MaccoMy whole intent was to reach a solution and work something out[redacted] became very displeased when he felt that the customer service wasn't goodAs he was explaining our concerns to ***, [redacted] made several references regarding the amount that was paid for the jobBasically implying that Macco was a only a place to get a cheap paint jobStating that we had to judge a Macco paint job from to feet away, and literally told [redacted] that we get what we pay for!Let it be perfectly clear, this is not about scamming the system and getting something for nothing! My car was stolen, and all I wanted is to feel safeIt is however, about quality, good customer service, the way my concerns were handled, and my dissatisfaction with the work! Period!Respectfully, [redacted] Regards, [redacted] Cunninghma

Fantastic Business! I delivered my husband's truck (his baby) for minor body repair and a new paint job Not only was their work top notch, but they very kindly installed a new brush guard, tail lights and fender flares for only the cost of the labor involved Absolutely a five star operation My husband was MORE than pleased with his "new truck" :)

Maaco did a great job on my car! Very professional to deal with Completed the job on time even though I was late bringing my vehicle in I will recommend Maaco to others!!

*** and his team are very fair with their estimatesThe customer service goes beyond what is expectedSeveral calls with updatesGenuine concern regarding my vehicle and for meMy vehicle looks like new and it is years old! I cannot say enough kind words for the top notch quality service they provide

Dear Revdex.com RepresentativeWhen [redacted] arrived at our MAACO shop to inquire about changing the color of her car, an assessment of the vehicles condition was made (standard procedure). The vehicle had body plastic applied in numerous areas. [redacted] was informed that the vehicle was not in paintable...

condition, minimally the applied body plastic should be repaired (smoothed out) and primed. The hood in our opinion had too many imperfections to be repaired. [redacted] aggreed to the minimal repair process and replacement of the hood (not head light).was present at the time of the estimate and at the time of delivery. [redacted] liked the color and was satisfied with the repairs. [redacted] inspected the vehicle and signed the completion certificate (enclosed). Throughout the entire process I did not meet [redacted] was made aware that the only repairs being made the vehicle were to the areas where bodywork was started prior to it's arrival at our shop. A copy of our limited warranty was given to [redacted] at delivery of the vehicle (standard procedure) Maaco allows a five day period to inspect and return the vehicle for any problems or concerns the customer may have.Repairs on this vehicle took place from [redacted] till 11/10/2016. Vehicle was not returned till [redacted].David H

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:The owners response does not address my complaint.  Simply put The estimate reads "Repair, Sand and Prime Left 1/4, straighten sand and prime left side front and rear doors & straighten sand and prime roof" This work was not done.  Repair work and sanding was not done as the bodywork shows through the paint.  This is unacceptable.  I was charged labor to make repairs but all I received was a $399 paint job. My resolution suggested hold firm.  In addition, it was explained via phone call after the work was completed that we were not happy with the work.  I was told I had to meet  Dave the owner by the other Dave.  When I asked when he is in I was told he comes and goes and does not have a schedule.I explained I would bring the car back after my daughter returns from college.I am the owner of the vehicle and my daughter is the driver.  I was responsible for the payment for this work.
Regards,
[redacted]

What is circled is on every estimate and work order. I didn't put this on, this is in the computer program. And I most certainly did go over this with this customer and every customer that comes through the door. The home office of the franchise said this is done and over. I'm sorry if you feel this doesn't resolve the complaint, but a higher power over you that governs 480 stores said we covered all our bases that we needed to. If this wasn't covered like we do, you would be getting complaints all the time, and you're not. Home office says this is a closed matter when they talked with her on the phone. This case is closed.
Thank you.

Fantastic Business! I delivered my husband's truck (his baby) for minor body repair and a new paint job. Not only was their work top notch, but they very kindly installed a new brush guard, tail lights and fender flares for only the cost of the labor involved. Absolutely a five star operation. My husband was MORE than pleased with his "new truck". :)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Please see the attached photos.  I also have more pictures, however, I am only allowed to upload 4.In response to the message below, I disagree with several things that were stated. First, I never said that [redacted] was my husband. During the initial conversation with [redacted], It was explained to him in detail that [redacted] is my "boyfriend" and he was getting quotes for a quality paint job on my behalf. [redacted] went on to explain to [redacted] that my car had been recently stolen, and I wanted to explore options of having the car repainted a completely different color; as we were concerned about my safety due to the theft. After their initial conversation, [redacted] took me to Macco to meet [redacted] and select the color. While there, I also personally put down a 50% deposit on my credit card (I also personally signed the down payment receipt) for the work to be done and upgraded to the premium paint and service.Although [redacted] and [redacted] discussed the difference in price compared to other shops, we were left with the impression that the craftsmanship would be quality. In addition, I ultimately chose Macco because of their website and advertisements which speaks to their meticulous work.We weren't in the market for a $5000 dollar paint job. However, I did have several quotes from other credible shops, which were only a few hundred dollars more than Macco, and included more options. Again, I chose Macco because of their website, and nation reputation for quality.In regards to me being satisfied with the paint job, on the surface from a distance everything appeared to be okay. However, we are not familiar with painting vehicles so therefore we didn't quite know what we were looking at. In fact, when [redacted] picked up the vehicle, no one from Macco escorted him out to go over the final details. He was basically asked to sign the document, which appeared to be a receipt and then handed the key. Therefore, he was asked to sign the document before he even saw the car. Again, we weren't familiar with the process so we thought that we were signing a receipt, and not a document acknowledging our satisfaction with the work.Once I notice the overspray, peeling areas around the hood, swirl marks in the chrome, and the roughness around the mirrors and doors handles, I asked [redacted] to take the vehicle back to Macco. My whole intent was to reach a solution and work something out.[redacted] became very displeased when he felt that the customer service wasn't good. As he was explaining our concerns to [redacted], [redacted] made several references regarding the amount that was paid for the job. Basically implying that Macco was a only a place to get a cheap paint job. Stating that we had to judge a Macco paint job from 8 to 10 feet away, and literally told [redacted] that we get what we pay for!Let it be perfectly clear, this is not about scamming the system and getting something for nothing!  My car was stolen, and all I wanted is to feel safe. It is however, about quality, good customer service, the way my concerns were handled, and my dissatisfaction with the work! Period!Respectfully,[redacted]
Regards,
[redacted] Cunninghma

12/21/13Went into Maaco at 9:30 to propose a partial resolution. I needed truck to go skiing 12/22-12/24. Trip planned in advance.  I was told vehicle would be completed 12/13 (9 days before ski trip) I have been without truck since 12/9 (13 days and counting) I spoke with the manager [redacted] at the counter.  I proposed I pay half (50%) of the $1,375 estimate total minus - $51.88 for new door handles $1,319.82/2 = $659.91.  I proposed we resolve the difference, whether it be completing the work promised in estimate or a discounted total, next week after holiday. I would have an unfinished truck and he would have incomplete payment.  I explained this would give us both incentive to resolve this matter later. [redacted] offered to discount estimate $275 to include door handles or repair a number of items for the full price.  I explained the second option (repair items AKA complete job) was not an option at this time as I needed my truck immediately.  [redacted] promised to repair items at a later date if I paid estimate in full.  Note: I do not know which specific items he keeps mentioning - this is the first time he has acknowledged to me that anything is actually wrong with workmanship.I apologized and explained I did not feel comfortable with his promise to 'repair' items considering my experiences to date.  Explained the agreement between Maaco and myself for the $1,375 paint job still has yet to be honored so I was leery of a verbal agreement to repair these items at a later date.  Again explained if I payed half of estimate now, both he and I would both have  incentive to continue to resolve differences.I explained again that I needed my truck.  I provided copy of Enterprise Rent A Car quote for truck rental 12/21-12/24 (offices closed Sunday, have to rent Saturday) and explained I would be forced to rent truck if I could not get my truck back today.  Large pickup comperable to my Nissan Titan was $75.99/day plus taxes.  Rental would be approximately $355.79.  Advised that once I was going to have to pay for a rental, I was going to want reimbursement for the rental along with resolution current disputes.  [redacted] was unwilling to accept my proposal for 1/2 payment at this time.  He was only willing to accept total minus $275 or full amount and he would promise to make repairs at a later date.  [redacted] understands that I will be renting a truck and seeking reimbursement for such.  [redacted], as expected, stated he will not be paying for rental.  I admited that matter will likely have to go to small claims court to be resolved.  [redacted] appeared to agree.

I have agreed to repair items that I listed in the earlier complaint, but we seem to be getting nowhere with Mr. [redacted], so we will have to go to court and let the Judge make a decision after he hears both sides of this issue.[redacted]

We still have the vehicle at our location and I have personally been in contact with Mr. [redacted] and am working with him to resolve the issues that he has.
Steve D[redacted]

Mr. [redacted] came into the shop on Saturday December 21, 2013 at 9:45 a.m.  He told me that he needed his truck.  I asked what his decision was from the 2 offers that I had replied to the Revdex.com and he said that he had not received them yet.  I explained to him the 2 options that I had replied to the Revdex.com.  The first one was to take the truck in the current condition with a $275.00 discount to compensate him for the cost of the 2 door handles that we agreed to pay for and for his inconvience.  The second option was to itemize a list of things that we would repair and still reinburse him $55.18 for his handles. Mr. [redacted] did offer to pay half the bill and take his truck, but I explained to him that our policy is that it has to be paid in full to take the vehicle.  Mr. [redacted] was concerned that we would not do the work if he paid the bill completely, but I tried to explain to him that we would sit down and type out a list of items to be repaired and would both get a copy if this was the choice of action he would like to take.  He then told me that he was going to rent a truck and asked me if I would pay for it.  I told him that I would not pay for a rental because his truck was driveable to take with him to use.  He then told me that he would take me to small claims court to pay for it.  On Thursday December 26, 2013 Mr. [redacted] returned again and said that he was taking his truck.  I explained to him that if he was going to take the truck that he apparently was choosing the first option which reduced his total to $1100.00 after a $275.00 discount for his handles and his inconvience.  Mr. [redacted] paid the $1100.00 and I wrote on the ticket that he was accepting a discount to take the truck in the current condition.  Mr. [redacted] got very argumentative when I asked him to sign the completion certificate stating that he had accepted the discount instead of repairing the the items he was concerned about.  He then signed it after calling the police to the shop and conferencing with them.I disagree with Mr. [redacted] that we never agreed that there was anything wrong with the truck.  [redacted] and I both agreed from the very begining to repair the areas of concern that he had.  We both tried to work with Mr. [redacted] and he didn't want us to do anymore on his truck and wanted to take it with a discount.  I will still work with Mr. [redacted] to repair areas of major concerns, but if that is what he wanted to do from the begining we could have already repaired the items and had the truck all done before he would have needed to rent one.  If he does want us to repair the items he is still concerned about, he will owe the amount we discounted, $219.82.

I would agree to either of the following:1) Take the vehicle in the current condition with a discount of $275.00 to compensate for the door handles & inconvience.OR2) We will address the following items with a discount of $55.18 to account for the door handles.    Refinish right fender for peeling at antenna base    Refinish left & right doors without handles in place    Refinish left roof drip rail for light paint    Refinish hood for peeling @ rear by cowl    Refinish top edge of left rear door above glass    Clean overspray from drive door lock cyclinder    Blackout overspray on tires    Blackout exhaust tip    Clean bedliner    Clean floors mats    Clean overspray at foglight closeouts    After going around the truck several times with Mr. [redacted] these are the only items that would be addressed.  After they are done I would expect payment of $1319.82.Please respond so we can resolve this issue either way.[redacted]

WE HAD THE TRUCK AT OUR MESA STORE NOT AT THE TEMPE STORE. WE HAVE OFFERED TO SATISFY HIS COMPLAINTS. HOWEVER, WE DON'T UNDERSTAND WHAT EXACTLY HE WANTS TO RESOLVE THE ISSUE.IF MR. [redacted] AGREE TO WORK WITH US WE WOULD BE MORE THEN HAPPY TO DO THEM.WE CANNOT MAKE A NEW TRUCK...

FOR THE PRICE OF THE REPAIR BILL. HE SIGNED THE REPAIR BILL WHICH CLEARLY STATES WHAT WE CAN AND CANNOT DO. WE UNDERSTAND HIS FRUSTRATION AND ARE WILLINGTO TRY AND PLEASE HIM WITHIN REASON.[redacted]

12/26/2013
Went to Maaco to pick up my truck.  Explained to [redacted] that I was not happy with work but I could no longer leave my truck there (17 days).  [redacted] refused to pay for the rental costs for the time I needed my truck for ski trip. I agreed to pay the $275 discounted total of $1,100 only because I needed  my truck and [redacted] would accept nothing less to release my truck.  After signing the credit card receipt, [redacted] asked for my signature on a 'completion certificate.'  The certificate states that 'I have inspected my vehicle and am satisfied that this shop has completed the services on the repair order referenced above.'  I refused to sign the certificate.  I explained that I am not satisfied with repairs.  I explained that is what this whole disagreement is about.  [redacted] stated he would not release the vehicle to me unless I signed certificate.  I became upset that [redacted] would not release my vehicle after I had paid but refused to sign certificate stating I was satisfied with the work.  I asked [redacted] if I needed to call the police to have my vehicle released.  He told me to go ahead.  I called 911 and an officer arrived minutes later.  I explained the situation to the officer.  He had me wait outside while he went inside to discuss with [redacted].  The officer returned and stated that this dispute is really a civil matter and suggested I sign certificate under duress as it is the only way to get my truck back.I signed the agreement and [redacted] returned my truck.I am now filing in small claims court for recovery of the rental charges $352.75, replacement handles $55.18, and costs to repair poor workmanship.

Acceptable Resolutions:1) reduce cost of completed work - accounting for poor workmanship, quality control, replacement door handles $55.18, inconvenience and loss of use of vehicle to date2) complete thorough walk around of vehicle (5-8 minutes) and mark ALL obvious instances of unsatisfactory workmanship with blue painters tape, also make list of ALL observances on notepad- determine which items, if any, would be considered substandard work (ex. light paint on driver roof rail, crack in hood near cowling, white out around driver rear window)- determine which items, if any, could/should have easily been prevented (ex. painting over door handles, locks, overspray on tires, exhaust, bedliner, floormats, fog lights)- determine which items, if any, would warrant immediate repair prior to declaring vehicle 'completed' and charging full $1,375- determine which of these observances are just 'what you get for $1,375Provide list of repairs, if any, that would be completed to justify paying the full cost of the estimate $1,375.  Also, please take into account the $55.18 for door handles.

After I personally went over the list that Mr. [redacted] explained his problems with our work were,  I worked with the entire shop to see that all the issues that Mr. [redacted] and I had gone over were addressed.  I wanted to have Mr. [redacted] come in on that Thursday morning before the tow truck came to pick it up so we could go over the items that concerned him, but he called the night before and said that he blew out his ankle.  I offered for him to leave the truck at my facility until he could hobble around on crutches and go over the truck before he paid the tow truck to tow his truck out of the shop, but he refused.  Mr. [redacted] had already paid the bill so I let the tow truck take his vehicle out without going over it with him .  Mr. [redacted] did take the time to follow the tow truck driver to the shop, but he made his wife get out of her car and point to his truck, but Mr. [redacted] never got out of his car. Everything that was on the original contract was completed as well as the items that he specifically wanted addressed.  Every person in the shop went over his truck to check it as well as my paint representative and we took photo's of the final product that the tow truck picked up.  Later on that Thursday afternoon Mr. [redacted] sent another e-mail saying that the truck looked worse than when we started, but I don't know how that is possible.  I am still waiting for the report that Mr. [redacted] said he was going to get from an independent 3rd party inspector.

Fantastic Business! I delivered my husband's truck (his baby) for minor body repair and a new paint job. Not only was their work top notch, but they very kindly installed a new brush guard, tail lights and fender flares for only the cost of the labor involved. Absolutely a five star operation. My husband was MORE than pleased with his "new truck". :)