Maaco Pearl City

Complaint: [redacted] I am rejecting this response because: In April I had my car full painted at ***They painted as requested per factory requirements and color; I did not request a different colorI am a returned customer to them in I decided to request their services knowing that they painted my whole car in April It is not my fault that they are providing poor servicesI have pictures taken of the way I received my carThey request your signature and payment before they will return the keys to youI have proof of Candy's message that they did not put my clips and they used on a different carMy whole car is over sprayed from the poorly sloppy painting job they did on my fenderMy magnetic sigs were new , I have proof that I purchased them recently this yearThe manager Alan wanted more money from me which I agreed in exchange of a quality serviceMy car is in a very bad condition because the way they do businessSee attached documentation and pictures of how my car was delivered to meI can't prove the overspray unless you advise me in how to prove thatI had to buy $glare polish to remove the overspray from my windshieldI couldn't remove it from my whole car but you can feel the overspray all over as you touch the carI noticed that when I first washed the car Sincerely, [redacted]

We will investigate the timeline and issues surrounding this vehicle's work We are committed to living up to our warranty as well as performing the work requested on the repair order As a shop owner we attempt to give an accurate estimate of the time the vehicle will take to be completed We cannot foresee supply issues, equipment failures or mechanical failures We always operate in good faith We've been open on Oahu for years and we only get to stay open by taking care of our client's vehiclesRyan

At MAACO Pearl City we strive for customer satisfaction but we don't guarantee it We do realize that we offer value for the dollars that our customers pay and we often warranty our work Mr [redacted] seems determined to have received our services for free He showed up to the shop and demanded his vehicle before it was completed then attempted to attribute pre-existing damage to our employees We work with every customer to fix their vehicle within their budget This translates to clients making decisions on which items to fix and which items to leave as-is We've never scratched a client's windshield (not sure that's even feasible) Bottom line the client brought us a year old vehicle that he had neglected to the point that the vehicle had visible surface rust This client elected the cheapest rust repair we offer and elected to sacrifice a warranty to further save money This client's desire to make his vehicle appear brand new won't make it so

Here is a copy of repair order #***6/22/10:03am Customer [redacted] dropped off his [redacted] & authorized Maaco to repaint his vehicle whiteIn the Scope of work that he agreed to pay for was only overhauling left fender to secure with epoxy, align fender so it doesn't rub left front door edge, and adjust right fender so it doesn't rub right door edgeCustomer signed that he decline stripping hood & roofAlan W [redacted] general manager explain to Mr [redacted] that if we dont strip his old failed peeling paint surfaces at hood, & roof.There we will be no warranty on top surfaces & imperfections will still remain & showAre paint is only good to the surface we could apply it tooAlan W [redacted] offered Mr [redacted] a solution on 6/29/that if he would pay additional too strip outer hood panel & refinish outer hood panel white

Initial Business Response / [redacted] (1000, 5, 2014/07/08) */ Contact Name and Title: [redacted] , Owner Contact Phone: [redacted] Contact Email: [redacted] @gmail.com This is unfortunateWe failed to paint the entire roof after addressing thsi client's rusted areasInstead the painter only painted a portion of the roofWe have in the past provided this customer with a ride to the Waimea/Sunset Beach area of North Shore at great expense in lost labor hours to our shopWe do not details carsThe chemicals in detailing products ruin paint jobs and cause "fisheyes"So we never "detail" carsIn coming back to the shop the client tried to horse trade one warranty repair for othersI cannot speak to the timeline of repairs but we always try out bestI am dissappointed that the client would ask for a full refund as she cannot refute her vehicle is better off than beforeI am willing to issue her a payment of $and mail her a check Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for generously offering to refund $That is very kind of youAnd, please thank your team again for so quickly offering me a ride to the North ShoreThat was a very kind gesture and I greatly appreciated thisI had not anticipated car detailing to be a part of the car painting service, but when I was told they did not have time to detail the car before pickup, I had assumed it wasIt was completely my misunderstanding additionally because of the grinding dust left in the carYou are correct in saying the rusted area of the car and roof are much better off than beforeI let the shop know how happy I was with the great job they did on the rust repair, it was artwork, just beautifulYou are a paint and body shop specialist with a great deal of knowledge about solving difficult repairs, I feel certain you could help me figure out the best way to have the minor problem of the faint clouds of overspray removed from the exterior of the car in a way that would not cause further damageAlso, do you know if the $would cover repairing the gouges in the door? I was under the understanding that it was impossible to spot repair and that the whole panel would need to be repairedI know very little about paint and body repair so I will need to rely on your expertiseYou are a successful businessman who is honest, ethical, and fairAnd, I trust that you will find a solution that will allow me to feel good about referring everyone I know to youThank you in advance for helping create an outcome that we can both feel great about

We did not offer a warranty We cannot offer a warranty when someone else does the bodywork We don't know what materials were used and because [redacted] is porous the shrinkage in the existing bodywork creates an unsightly condition, not to mention existing pinholes, lifting, etc The only way to eliminate the negative impact of existing [redacted] is to remove the old bodywork down to bare metal The signed repair order states numerous times that there is no warranty because the customer did his own bodywork I can't pretend that my materials will perform as designed when the paint surface isn't optimized for adhesion The offer to remedy won't change, and additional work performed will be fee for service This customer may be unhappy but it isn't because we didn't deliver on what was promised The customer didn't pay for the recommended level of service to provide the best appearance and durability We offer different levels of paint options This client elected to have the cheapest option and then was informed that the cheapest paint would be applied without any warranty due to the condition of the vehicle and the client's unwillingness to have us remedy defects in the paint surface You can't turn a [redacted] 's hamburger into a filet mignon through force of will alone

Complaint: ***
I am rejecting this response because: Yes! I did rejected the offer to not strip the hood and roofand I understand there will be NO WARRANTY in the FUTURE, if something happen to the new paint on the roof and hoodI had a budget to spend and knowing that I was going to keep the car to years , I felt at that time it was not necessary to paid additional costs for the longevity of the paintMrAlan W*** didn't explained clearly to me that the new paint will have imperfections, he told me that the paint will not last long and no warranty, if something happen in the FUTUREIf he would of told me that the new paint I had selected will have a lot imperfections, I would have chose to have the hood and roof stripIn his office, there a painted hood display, I saw and asked him to be sure, what I had selected was going to be similar quality to the mid price displayMrW*** said, "Yes!" and I agree to let Maaco paint my carI also told him that I didn't want the bottom low price paint job display because there was a lot of imperfections on it
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I will respond to each of Maaco's comments (Their comments are in quotations): "At
MAACO Pearl City we strive for customer satisfaction but we don't
guarantee it." The paint/repair work was supposed to be done in July
2014. The owner, nor anyone else ever responded to my messages to try
to resolve this matter. Only after I filed a complaint with the RevDex.com(Revdex.com), and Maaco missing the first deadline, they finally
have a response, but never addressed the original
complaints. I believe Maaco knows the work was not performed satisfactory
and they tried to disregard my complaints"We do realize that we offer value for the dollars that
our customers pay and we often warranty our work." At my estimate the manager told me that they would give me a three
month warranty on their repairs, so I had a warranty on the repairs. All my complaints about the shoddy work
was done well within the month warranty, however, the owner of the
company would never respond to my calls to resolve this matter. "Mr. *** seems
determined to have received our services for free." I
understand that nothing in life is free, but people need to be held
accountable or their actions and do what they say they will or try to at
least rectify the problems. I feel that none of that has been done by Maaco"He showed up to the
shop and demanded his vehicle before it was completed then attempted to
attribute pre-existing damage to our employees." When I
brought my truck in to have the repairs done the manager said it
would take days to complete and that was on a Monday. I told him I
would be back in week and he said no problem, it will be done. When I
returned the following Monday at noon the work had not been done.
Since I came in a taxi from the airport and needed my truck to go to
work, I needed to take my truck. I took my truck home had a good
look around it and there were so many scratches and a big palm
dent in the roof from where someone leaned on it I called Maaco and
asked for the owner and was told he was on vacation. I left a message
for the owner to call me, but no one returned my call. I called a week
later and was told the owner was still on vacation. I left a message
again for the owner to call me, but he still never responded to my
messages. In my opinion, Maaco did not provide customer serviceI also
asked for seam sealer to be added and that wasn't done.
"We work with every
customer to fix their vehicle within their budget. This translates to
clients making decisions on which items to fix and which items to leave
as-is." The services I asked to be done were what was recommended by the manager at Maaco"We've never scratched a client's windshield (not sure that's
even feasible)." If Maaco uses *** or another search engine
they can find out it is possible to scratch a windshield. As to how my
windshield might have been damaged, it might have occurred
when the pneumatic hoses used for sanding rubbed against my windshield
and
the debris from the sander scratched it because the windshield was not
properly covered to prevent that from happening. "Bottom line the client brought us a year old vehicle
that he had neglected to the point that the vehicle had visible surface
rust. This client elected the cheapest rust repair we offer and
elected to sacrifice a warranty to further save money." Yes, my
truck is years old, but that does not mean that it has been
neglected. In fact it is in very nice condition for its age. Since it
was only the roof that was worked on, the owner could have seen the body
of the truck and known what condition the vehicle is in for himself if
he had ever tried to resolve this matter before it reached the Revdex.com. I
mentioned in #above that I did have a three month warranty.8. "This client's
desire to make his vehicle appear brand new won't make it so." I
wasn't looking for a new truck, I was looking for the repairs to be
performed in a professional manner to prolong the longevity of the
truckMy whole complaint has been that the work Maaco did
wasn't done right. I tried to resolve this early on, but Maaco never
responded to my complaints. Even with the response they sent to the
Revdex.com, they still have not addressed my complaints, instead they are
placing blame on to me saying my truck is years old and I wanted a
cheap job done to make it look like new and I wanted it done for free.
The bottom line is I paid for services that were not done correctly.Sincerely,
Steve ***

Complaint: ***
I am rejecting this response because: Your shop caused almost a $worth of damage to my truck, I have witnesses who heard your sales Rep *** sell me what I thought I was paying forNow this would be considered advertising and your shop is guilty of itI want my truck fixed or my next plan is to report you to the Department of Commerce and Consumer AffairsDont tell me your selling me a Filet mignon and serve me a ***'s cheese burger
Sincerely,
*** ***

This complaint is without merit We painted this client's bumper as requested with our factory finish process only to find out that the paint on he client's vehicle wasn't the factory finish Our franchise software is very basic and does not alert us if an individual is a returning
customer We represent the 3rd owners in years of business and organic knowledge of who has had what done is lost
We did not harm or damage magnetic signage We also mask every car We would never allow a car to be covered in overspray
At this point if the paint we applied to the fender has a warranty failurw we will honor the applicable warranty But we aren't giving anyone a refund for a painted part

I can't verify the customer's complaint It is my understanding that it did take longer than to paint the sideview mirror We ended painting the sideview mirror times to get the deisred result If the box was so critical to the client then he should have kept it when he
delivered the mirror

We will not offer a refund Customer supplied a fender and a color code The color code the client supplied didn't match the paint on the vehicle As this point we are willing to honor our *** limited warranty on the painted fender and nothing else

HI,Attached is an estimate invoice for detailing services that need to be performed to my car due to the over spray that ruined my car.This is not only about the fact that I have been going through a nightmare with *** with initially painting my car with a different color but they over sprayed my car ruining my back window, roof, hood, windshield, etc.Maaco painted my whole car in April and the reason I went back to them is because I didn't want to have problems with the paint color.If the code was wrong is because they do things wrongI paid more than $to them in April to have my whole car painted and some of the body repairs.I am not a professional to know what they have been using wrong cod color on my carThey have paperwork requesting to pain the car as specified on the door or glove box.I want to be reimbursed for the total amount I paid for the sloppy job they did, plus the amount estimate for detailing my car ( see attached invoice) and the two magnetic signs they ruined for my friend's business
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

photo angles of the run/drip in the paint and photo angles of fish eye/bubble in the paint job

Problem:Maaco fail to honor their warrantyThree times I went back to redo the paint job that had runs in the paint three timesAll three times fail to correct the errorsMaaco fail to refund my moneyWoman name Shante charged 80% greater than her original quoted estimateI got scamedMaaco wanted their entire bill to be paid in advanceAfter I paid them in advance their Manager Alan W*** gave me attitudeMaaco fail to follow instructionsAfter I told them times not to throw away the box the car part came in and put it back in there when the job is doneRather they lost my boxAlso a three day job took monthAnd still had drips in the paint jobI told them times to have Ryan the owner to call me, in result fail to return my callFail to return my car part to me when I canceled the jobAfter month no return calls, I took back my car partAnd did not get a apology nor a refundDuring the month of waiting I had gotton some else to do a duplicate job in which it was completed in only daysI can not return the car part without my box it came inMaaco ouls me for that car part and refund for the job. Desired Outcome:refund of $for the labor &paint plus $for the mirror in cash

Mr [redacted] is well aware that he opted not to purchase a warranty in lieu of a extremely discounted price.  Mr.  [redacted] elected to perform his own bodywork.  His signed paperwork documents that "imperfections will show".  Also this is a 40 year old vehicle and he didn't pay us...

to restore it.  He also didn't pay us to de-trim the vehicle; instead we masked and painted the vehicle with everything still on the vehicle.  Finally this client elected to paint his vehicle black which ampiflies every body imperfection.  We can offer him a discounted solution but not a free anything.
Thank you 
[redacted]
Owner

At MAACO Pearl City we strive for customer satisfaction but we don't guarantee it.  We do realize that we offer value for the dollars that our customers pay and we often warranty our work.  Mr.  [redacted] seems determined to have received our services for free.   He showed up to...

the shop and demanded his vehicle before it was completed then attempted to attribute pre-existing damage to our employees.  We work with every customer to fix their vehicle within their budget.  This translates to clients making decisions on which items to fix and which items to leave as-is.  We've never scratched a client's windshield (not sure that's even feasible).  Bottom line the client brought us a 15 year old vehicle that he had neglected to the point that the vehicle had visible surface rust.  This client elected the cheapest rust repair we offer and elected to sacrifice a warranty to further save money.  This client's desire to make his vehicle appear brand new won't make it so.

[redacted] please call into the shop and schedule a time to have a new mirror installed.  I don't have proof one way or another if my employees damaged your mirror but if I take care of this for you and make you happy it seems a small price to pay.
Upon receving your call we will...

order a replacement side view mirror, paint it to match your current paint prior to installation and install the newly painted mirror.
Mahalo,
[redacted]
Owner

Complaint: [redacted]
I am rejecting this response because: In April 2012 I had my car full painted at [redacted]. They painted as requested per factory requirements and color;  I did not request a different color.
I am a returned customer to them in 2015. I decided to request their services knowing that they painted my whole car in April 2012. It is not my fault that  they are providing poor services. I have pictures taken of the way I received my car. They request your signature and payment before they will return the keys to you.
I have proof of Candy's message that they did not put my clips and they used on a different car. My whole car is over sprayed  from the poorly sloppy painting job they did on my fender. My magnetic sigs were new , I have proof that I purchased them recently this year. The manager Alan wanted more money from me which I agreed in exchange of a quality service. My car is in a very bad condition because the way they do business. See attached documentation and pictures of how my car was delivered to me. I can't prove the overspray unless you advise me in how to prove that. I had to buy $60.00 glare polish to remove the overspray from my windshield.
I couldn't remove it from my whole car but you can feel the overspray all over as you touch the car. I noticed that when I first washed the car.
Sincerely,
[redacted]

Here is a copy of repair order #[redacted]. 6/22/15 10:03am Customer [redacted] dropped off his [redacted] & authorized Maaco to repaint his vehicle white. In the Scope of work that he agreed to pay for was only overhauling left fender to secure with epoxy, align fender so it doesn't...

rub left front door edge, and adjust right fender so it doesn't rub right door edge. Customer signed that he decline stripping hood & roof. Alan W[redacted] general manager explain to Mr. [redacted] that if we dont strip his old failed peeling paint surfaces at hood, & roof.There we will be no warranty on top surfaces & imperfections will still remain & show. Are paint is only good to the surface we could apply it too. Alan W[redacted] offered Mr. [redacted] a solution on 6/29/15 that if he would pay additional 165.00 too strip outer hood panel & refinish outer hood panel white.