Maaco Collision Repairs & Auto Painting

Review: I took my 2005 Ford Explore into Maaco on Feb 17, 2014 - I had hit a coyote the end of December. I had a dent in the front right bumper, a cracked fog light holder and broken fog light that had been taken out. There was NO cracks in my bumper, only a dent the size of the head of the coyote. [redacted] came out and looked at the bumper. He stuck his hand through where the fog light had been and pushed the dent back out. This left only a small bump in the fender. I was very surprised at how easy the dent came out and that it inly left a small bump, which I was very pleased with. [redacted] made the comment - I wish now I had not done that, because if you take to the insurance company, they won't see any damage and they wont pay for a repairs". I told him I was happy with what he had done, since there was only a small bump and I would like the price to get the light fixed and light holder. He gave me an estimate for insurance, one to have the full bumper replaced, plainted, light and light holder and one to just have the light and light holder fixed. I asked him how long would it take to order the part and if I called him back the next day could he do it on Thursday Feb 20. He said sure. I told him since the dent had been pushed out and all I needed was the light and holder fixed. I took my Explore in and waited, the light and holder was replaced. I drove 5 minutes back to work and when I go out I looked at it, the bumper now has a crack in it. This WAS NOT THERE PREVIOUSLY. I called Maaco back and spoke to [redacted], he said for to bring it back up there. WHen I showed it to him, he said he had cracked it when he pushed the dent out. I said - No - there was NO dent there. He wanted to argue. I told him I thought that the dent was done when the light was replaced. The guy who replaced ite came out while we were talking. I said to him, there is now a crack in my bumper. He said - "it had to have been there".... I said NO, when I brought it in today, there was no dent. [redacted] continued to tell me he had done it when he pushed the dent through the other day... I said no.... because I was satisfied with what you had done and also - reminded him that he had made the comment - "he wished he had not pushed the dent out, now insurance wont see the damage"!!! [redacted] stated it was nothing he could do. I told him I was not satified as I had brought the SUV in to have the light fixed and light hold replaced only to now have a crack in the bumper. I truly believe this was done when the light was installed. The guy who installed it would not say hardly anything and when I questioning him about it - he only said - it had to be there... not that it was, but "it had to have been there"... I do not believe this was handled correctly and professionally at all... I know the crack was not there until after I left.Desired Settlement: I want my bumper fixed properly. [redacted] admitted he pushed the dent through - there was no cracks in my bumper - however he stated he had cracked it.... I truly believe this was done by the service worker. My SUV needs to be fixed.

Business

Response:

Revdex.com Case # [redacted]

Customer Information:

Maaco Collision Repair response:

Mrs. [redacted] brought her 2005 Ford Explorer to our shop in Feb 2014. She told me that she had hit a coyote. I asked her if she was going to file an insurance claim. She said she was undecided. The front bumper is a plastic painted cover and it had a dent on the right side larger than an open hand and about 2 ½” deep. The fog light was broken and the bracket that holds the fog light was also broken. I reached in through the fog light hole and felt the back side of the dent and pushed it back outward. It popped out most of the way leaving a smaller shallow dent and some stress cracks in the bumper around the dented area. She liked what I had done and thanked me for it. I then wrote her three estimates, one for replacing the bumper cover and the fog light and bracket, one with repairing her existing bumper cover and replacing fog light and bracket, and one that was replacing fog light and bracket only.

A day or two later she called and said she was going to live with the bumper and replace only the fog light and the bracket. I then ordered the parts. She brought the vehicle and we replaced the parts. To replace the fog light and bracket does not require removal or altering of the bumper cover in any way. She accepted her vehicle and signed our paperwork and left. She called back a few minutes later and said her bumper was cracked. I had no idea what she was talking about so I asked her to bring it back so that I may see it. There was a couple small cracks on the perimeter of the original dent. I told her that they were there before and were a result of hitting the coyote. She claimed they were not there. I got the tech that installed the parts, and yes he was dumbfounded and did not say much because he did nothing to the bumper. He did not even look at it, he just installed the light and bracket. His response was the it had to be there because nothing he did could have caused that. Keep in mind he never saw the dent nor did he know how it was damaged, he just did what he was told.

We repair and replace bumpers all the time, and when a bumper is bent past what it can handle it will crack. Sometimes hairline cracks and sometimes breaks all the way through. I can not help the fact that she did not notice the cracks before. The damage, including the cracks in her bumper are the result of her hitting a coyote, period. She did not pay us anything to repair or replace the bumper, and she was given that option but chose not to. If she wants her bumper “fixed properly”, she has an estimate for that. I have a signed vehicle complete acceptance document along with the other estimates I mentioned to provide if needed.

Maaco Collision Repair

Consumer

Response:

I have reviewed the response 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.

I have reviewed the statement from Maaco and still completely do not agree. There was indeed a dent from the coyote that I hit, I did bring it to them for an estimate, [redacted] did put his hand throught the light bracket and push the dent out.... HOWEVER, there were no cracks or hairline cracks where he had pushed it out. I was very surprised and glad it came out like it did. I put my hand on the bumper, felt there was still a small dent "bump" but nothing like it was. There were no cracks or rough places in the bumper - only a small dent "bump". I would have seen/felt it then if there were. I We went into the shop and he proceeded to give me 3 estimates. He made the remark and looked out at my truck and said... I wished I hadn't push that out so now when you take it to your insurance for an estimate they won't see any damage and they wont give you as much.... IF there WERE cracks in the bumper he would not have made that statement. I did sign the paper for release. I was not directed by the employee to check the light etc before signing. I had no clue that there would be cracks in the bumper after fixing the light. He gave me my keys. rang my bill up, and thanked me. I noticed this when I returned to work - 3 minutes down the road. I called them back right away and took it back with in minutes.

I understand nothing will be done to fix this as he states it 'wasn't" his fault even though he admitted to doing this... , I know there were no cracks, I looked at it and so did my husband. We both were very happy the dent push out with no damage other than small bump. [redacted] took responsibility for the crack however they were not there until the light was repaired.

Regards,