Maaco Pearl City

Initial Business Response /* (1000, 5, 2014/07/08) */
Contact Name and Title: [redacted], Owner
Contact Phone: [redacted]
Contact Email: [redacted]@gmail.com
This is unfortunate. We failed to paint the entire roof after addressing thsi client's rusted areas. Instead the painter...

only painted a portion of the roof. We 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 shop. We do not details cars. The chemicals in detailing products ruin paint jobs and cause "fisheyes". So we never "detail" cars. In coming back to the shop the client tried to horse trade one warranty repair for others. I cannot speak to the timeline of repairs but we always try out best. I am dissappointed that the client would ask for a full refund as she cannot refute her vehicle is better off than before. I am willing to issue her a payment of $250 and mail her a check.
Initial Consumer Rebuttal /* (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 $250. That is very kind of you. And, please thank your team again for so quickly offering me a ride to the North Shore. That was a very kind gesture and I greatly appreciated this. I 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 was. It was completely my misunderstanding additionally because of the grinding dust left in the car. You are correct in saying the rusted area of the car and roof are much better off than before. I let the shop know how happy I was with the great job they did on the rust repair, it was artwork, just beautiful. You 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 damage. Also, do you know if the $250 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 repaired. I know very little about paint and body repair so I will need to rely on your expertise. You are a successful businessman who is honest, ethical, and fair. And, I trust that you will find a solution that will allow me to feel good about referring everyone I know to you. Thank you in advance for helping create an outcome that we can both feel great about.

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 30 years and we only get to stay open by taking care of our client's vehicles.
Ryan

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 6 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: [redacted]
I am rejecting this response because: See attached letter. 
Sincerely,
[redacted]