Maaco Collision Repair

Review: Problems:

Dropped of 2004 Nissan Titan on 12/9 to have it painted Nissan white Q10. Agreed upon price $1,375. Was told work would be completed by Friday 12/13. Placed call on Friday to check status, was told truck would be completed Saturday. Saturday received call and was told truck would be ready Monday. No contact on Monday.

Went in person to Maaco on Tuesday 12/17 to check on status of truck. Was told truck was ready by [redacted]. I saw truck in parking lot and immediately noticed door handles were painted white. Did walk around on 'completed' truck and found numerous problems:

1) black door handles were painted over white - this was not requested or listed on estimate, no other black trim was intentionally painted

2) door lock/key hole painted over white

3) cracking/chipped paint around antenna

4) paint on tires

5) painted exhaust pipe

6) overspray on frame under truck

7) overspray on several sections of trim

8) paint/debris on floor mats inside truck

9) cracked paint on hood

10) lightly painted section on driver door roof-original gray showing thru

11) overspray on foglight covers

12) brush painted/fingernail polish painted around upper window on driver side

13) bedliner filthy from dirt/paint, unknown if wash will remove it

14) paint/dirt on back of passenger seat?

15) painted over dust? bumps of unk origin in several areas

16) painted over chips on hood (excessive chip repair $149.95 on estimate- was told that would take care of chips)

Explained to [redacted] that in my opinion my truck was not completed and ready to pickup. [redacted] agreed that I could order new black door handles and cost would be taken of bill. After discussion, [redacted] finally agreed truck was not ready for pickup and he would have it cleaned up and problems addressed. [redacted] explained area around antenna was the best it could be without removing antenna. I agreed to remove antenna since it is apparently impossible to tape off antenna base and paint around it. I returned home and ordered the replacement door handles on line ($55.18 total including shipping).

On Wednesday 12/18, I returned to Maaco to remove door handles ( I was concerned upon removal the paint would crack and chip since they were just painted over) and remove the antenna so the area would be painted properly. My truck was in front of the shop stall and [redacted] was going around it and 'cleaning.' I removed the door handles and antenna (30 seconds, pried up with screwdriver). I again began pointing out problems with the workmanship. [redacted] again tried to explain that essentially 'its the best they can do.' I became frustrated again with the 'this is the best we can do' 'you get what you pay for' attitude when it was obviously a rushed/poor job. I asked [redacted] for a discount and I would take the truck now 'as is' since it was apparent my complaints were not being acknowledged or addressed. [redacted] got the manager (didn't get his name). I along with the manager attempted to walk around the vehicle ( as I had twice with [redacted]) and point out my complaints and have them acknowledged. After pointing out 3 or 4 of my complaints and the manager responding 'best we can do' 'do you want me to shoot the guy who painted this?' (absurd) 'best we can do for $1300' 'we got 8 vehicles a day to do' I requested a discounted price. Manager would not discount price or acknowledge any poor workmanship. I explained I am not paying 'full price' for the poor/sloppy work done. Asked if there was a district manager or someone else I could express my concerns to and was told there was not everything comes back to him.Desired Settlement: Acknowledge that my truck is not 'done' and ready to pick up.

Acknowledge that there were some errors and/or poor/sloppy workmanship and the work done was not 'the best they can do' (Paint on tires and floormats. Painted door handles/lock. Light paint on driver roof.)

Apologize for delay. (was told truck would be ready Friday 12/13 - Tom's excuse on Saturday was that 2 employees called in sick)

Reduced Billing for poor workmanship and $55.18 for new door handles.

Business

Response:

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]

Consumer

Response:

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.

Business

Response:

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]

Consumer

Response:

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.

Business

Response:

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.

Consumer

Response:

12/26/2013Went 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.

Business

Response:

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]