Maaco

*** *** *** *** *** *** *** *** *** ** *** *** *** *** * *** *** * *** ***
Issue: *** *** contacted the Revdex.com on behalf of his mother *** ***She had services with LG&EShe had services shut off. Mr***
is POA for his mother and is handling her account. When the service was shut off, the CSR explained since the services were no longer active, there could be no payment arrangements, however, as long as regular payments were made, the account would not be sent to collectionsOn 04-03-**, a $money order was sent as payment and they are making payments of $every monthMs*** ** *** *** ** ** * *** ***Ms*** received (2) letters from LG&E's (In-house Revenue Collection Department) on 04-**-**; both letters were dated 04-13-**. The letters state, if LG&E does not receive a payment in full within days, the account will be sent to collectionsThey have already received the payment of $and credited it to her billMr*** states he contacted Customer Service in attempt to rectify the situation at handThe young lady was very nice, but she claimed that since there is no payment arrangements made that they could now setup payment arrangements so this account does not get sent to collectionsThe CSR explained she could set up a month payment plan, which would mean Ms*** would have to pay $25/month. Mr*** explained his mother could not afford to pay an extra $a month, due to her limited income. The CSR advised Mr*** that she checked with her supervisor to see if she could set up arrangements for more than months, however he was told payment arrangements could not go more than monthsThe young lady explained, if $25/month wasn't paid on the balance, the account would be sent to collections. Mr*** is requesting LG&E accept $20/month to pay off his mother's bill, ($300.50) without sending the bill to Collections.
Resolution: 4/21/** - *** *** spoke with Mr*** and acknowledged receipt of the Revdex.com complaint. *** advised she will review and will follwith him.
4/22/** - *** spoke with Mr*** and advised she set up a payment plan for $20/month, beginning May 20**, to prevent the bill from being submitted to Collections. Mr*** was very grateful

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I am sure that a lawyer has told him that this blending is an out for all the bad work he doesThe fact is he has demonstrated that he is not capable of even getting the color in the same familyHe did not perform the work to any professional standardHe could have easily matched the paint, but wants to sell unnecessary and deleterious work to make up for lack of skillHe claims that blending is standard practice, that is just his claimHis doing it over would just make things worse

Lynn Lommen and his staff repaired my Dodge Charger back to better-than-new statusVery pleased and would recommend them highly!

This maaco completely destroyed my show car by painting my exhaust and suspension they have done thousands in damage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer II do not agree with this response I was there when my son called and yes he was upset but not hostileMy son said this is bt twice but never uses the “*” word and Brian M*** was very aggressive and used the “* word a minimum of timesI just want people to know this is the customer service you get when you go to MaacoI called their corporate headquarters and reported this issue to them also I will never refer anyone to them or ever use them again.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLYWhen I brought my vehicle back, I was told by *** that *** is no longer employed thereI told her the situation and she said, "that's probably why he is no longer employed here"When I finally spoke to ***, she told me *** is no longer employed there either, but here she is, responding to this complaintI explained to *** that *** assured me that wet sanding the paint after it cured will smoothen out the textured finish*** also promised to repair the paint runsThe paint job was clearly inadequate when I picked it upHad *** told me that that was the best it's going to get, I would have left the paint aloneI told *** that although *** is no longer employed there, she should still have his contact information and to confirm with him that he indeed verbally made the promised/guarantee*** refused to do so, trying to revert back to a contract that voids the guaranteeI told her, no where in the contract does it state what specific paint when wet sanding, and she played it off, refusing the repairIt's obvious she's trying to avoid the repair of a sloppy job and a promise that her employee madeI shouldn't have to pay twice for a paint job that should have been done correctly from the beginningThe lies I'm being told show their morals and work ethics.]
Regards,
*** ***

Car was promised repeatedly on certain dates and not delivered with no communication from Maaco
My car has been with the Saraland Maaco for two weeks to have a simple bumper replacement and paint jobI dropped the car off on 2/3/17, and paid in full on that dayOn the day the bumper was supposed to arrive, I called and it still had not arrivedI requested to be notified when the bumper was in, and they agreed to let me knowI heard NOTHING from them until I called again on 2/10/16, the date I was to pick the car upI was told that there were fish-eyes in the finished paint job, and it needed to be totally redone*** assured me my car would be ready Wednesday 2/15/17, that being five days past the initial quoteI called again today, 2/16/17, because AGAIN, no one had contacted me yetI was informed that *** had the day offThe girl that I spoke to on the phone told me the vehicle was ready, but then backtracked and said the hood needed to be redone due to fish-eyes,

From: *** *** Date: Tue, May 26, at 5:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]*** ***, I have already had the complaint resolved by
the company Please close the ticket as favorably resolved in the consumer’s favor. Additionally, I recommended you contact *** *** *** as the primary POC to become a Revdex.com member as he just started the business I mentioned the benefits as it puts him above other auto body shops His phone is ###-###-#### / ###-###-####. Please contact me if you have further questions. v/r, *** ***

Customer brought in his vehicle to show us that he color sand and polish his single stage paint job, which destroyed the paintSingle stage paint jobs you cannot color sand and polishI (***) did let the customer know I will have to get approval from the director for any warranty workI did
notify the director (***) what was the issue and how she wanted to proceed with the warrantyAnd she did schedule an appointment to meet with the customer and inspect the vehicle herself on December 13, She did notify the customer that we will repaint his vehicle for the sale price with no extra charges because wet sanding the vehicle have voided the warranty*** did stated that a previous employee (***) told him wet sanding and polishing the vehicle was okay on that single stage paint but there is nothing on the paper work &/ the repair order stating that.We will gladly help the customer out with fixing the paint at half cost of what he paid originallyBut customer has declined.Best Regards,*** ***

All of our repairs orders specifically state in the disclaimer section that Maaco is not responsible for mechanical failures of vehicles while they are in our care It is not possible for paint and or sealer to damage a window motor Especially since we only painted the outside of the
car and this customers door panel was never removed prior to our tech taking it off to examine the window motor I am very sorry that the window motor has failed, but it has nothing to do with the work that was performed by Maaco

My van is years old and in constant useIt was looking pretty bad with a lot of rustThey had it ready as promisedAND, they actually went above and beyond in the paint job and repairs that were agreed to To say I am happy is an understatement

Complaint: [redacted]
I am rejecting this response because:   It is a complete distortion of the events. First of all, the sales representative who provided me with an initial quote for moving services he estimate $58,000 the value of all my household contents, but did not asked me if I agreed with such valuation, not even informed me about how it works.  Based on the copy of the quote he provided me with  there was no additional charge for me to accept this valuation instead of the standard $0.60 per lb. (See attached doc. Please note it is signed by the rep. The notes were written after the move by the chief of the crew).  It was after the move, after we (the movers and myself) had discovered one of my items broken,  after the movers contacted their office for instructions as to how to proceed - for the braking of such items was a great deal for me -, and after I had handed a check for the amount I was requested to paid to  the chief of the crew, that I received a copy of the Uniform Household Goods Bill of Landing and Freight Bill, prepared by the sales rep (who was not present nor available at any time during or after the move. As the matter of fact, I had never heard from him after I accepted the services), who had entered $58,000 valuation in the original document;  however, in this copy, this amount was crossed out and -whoever did it (obviously the person who handed it to me after consulting with his office), wrote 60 cents per Lb. (see attach).  Again, no explanations, After 10 hours of stressful moving, my husband and I were exhausted and just wanted to be alone in our new home, so we could rest.  But nest morning, we review everything and realized that the amount we had paid was more than we should had. In spite of not understanding why this business can just crossed out deals in writing, when we learned that we were compensated for damages and loss at a $0.60 per lb. rate, we did not argued.  We did not want to deal again with the same disrespect and ugliness we dealt with when we asked them to correct the bill according to the actual size of the crew and time of moving. Second, we never created false expectations to the repair man or anybody. In March, when we discovered our TV had been damaged during the move, we called the same repair man the moving company had sent to our home back in February, and, explaining very clearly the reason of our call was to ask him if he could please stop by our home to give us an estimate of a newly discovered  damage -never said it was to come and repair anything.   We chose this time to have an expert to estimate the damage before we submitted it, so it would expedite the process (so we thought);  also because he was the one who confirmed that we had 6 months, from the date of moving, to submit further claims for damaged we may have discovered later, regardless the claim we had already submitted, and  because we liked how this repair man handled himself. We had previously explained to him that my husband had 3 surgeries ahead of him, so we had decided to have all the repairs done after he was done with all his surgeries -for I wanted to focus on my husband's health and not in preparing for any repairs (one of the pieces is a china cabinet which I would need to empty to have it ready for the repair)-, and he was very sympathetic and understanding. So, when I called him for him to come to our home, he knew it was to give us an new estimate, which he did at no charge. He left our home with no payment because there was no payment expected. It seems to me that once again, this moving company has found the way to disrespect and insult my integrity in order to make me go away without them taking any responsibility.  Third, should I have known that by accepting the first check I received for the first claim (almost 2 months after I submitted such claim), that by doing so, I was closing the door for submitting another claim,  I would have waited until I had completed the unpacking. But we trusted the information we received by the movers and relied on the knowledge and experience of the repair man.  For my husband and I this is a matter of principle, is not about the $250 (the cost of the repair this moving co. is refusing to pay for).  At this time, we just want this moving company to realize that they cannot conduct business as they did with us without facing some kind of consequences. Maybe they improve, so nobody would deal with what we did. Moving is one of he most stressful events in the life of a person. The job of any moving company is to reduce that stress, not to add; that is why they charge what they charge, and that is why we pay what we pay.  Although this is not the first time I have dealt with poor services, not getting what I paid for, it is the first time I have ever submitted a complaint against a service provider of any kind, because this time, it was beyond my imagination. I honestly do not know how anybody can stay in business providing such a poor service.  
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

I have apologized to the customer.  Unfortunately there are several misunderstandings about dates and time expectations still present that I have already addressed in a previous response.  Once again I felt it to be in the best interest of the consumer and the business to not complete the work on this customers car.  Our sincere apologies are expressed in this situation.

This claim was filed in December and the claims adjuster was scheduled and reviewed the claim.Shipper had selected $0.60/lb/article for her move.  She was not charged...

for any services not provided.Shipper received her claim check and letter stating her move claim was complete and finalized, and her move claim was closed.Shipper then set up a date with [redacted] to perform the repairs which she chose a cash settlement for,  upon the [redacted] arrival to residence, the shipper said she did not want to have repairs performed and instead directed the representative to a box frame TV and asked him to inspect for chips along bottom carpet edge.   The rep took photos and performed inspection.  He did not file a service order as he had not been dispatched to address a claim for a move.  The repair rep left the job without payment and having not performed the repair service he was "scheduled" for by the customer. It is the companies policy that upon full and final payment for a move claim, that the shipper can not continue to file claims on going.  This shipment moved November 30, 2016.  The claimant filed Dec. 30, 2016.  The claim was paid full and final on March 2, 2017.   It was not until March 27, 2017 that a copy of another claim form was mailed to our business, this was after the bait and switch performed on Western States to get him into the residence.   The duration between move delivery and claim settlement was over 3 months in duration.  Claimant was unhappy with the move valuation which was priced for this local move and the cash settlement which the valuation of move rendered.  We again Deny this claim settlement as [redacted] move claim was settled full and final in the payment disbursement. Thank you,

Complaint: [redacted]
I am rejecting this response because the moving company attempted to move the washer and dryer as a stacked unit.  It was stated on more than one occasion to please load, and unload them individually.  They loaded them stacked on top of each other, however they obviously failed unloading them.  I should in no way be on the losing end to the tune of $2,000 because of their ineptness towards the situation.  I expect the company to step up and handle this situation.  The current offer is grossly insufficient.  
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

When this customer dropped his vehicle off for repairs he was told that the estimated time of completion was 7-10 business days.  The work requested was an overall two tone base coat clear coat finish.  We advised the customer that due to having to do multiple colors that it would take...

longer than normal, hence the 7-10 business day turn around.  He dropped his vehicle off on Wednesday 12/16/2015.  We were closed for Christmas day 12/25 and the following day 12/26.  The customer called on Monday 12/28 to inquire on the status of his vehicle and was told that it was not completed and would be ready the week of 1/4/2016.  After getting off the phone with us he called our corporate office and told them that we had promised him his car back to him around the 29th of December.  After receiving the phone call from our corporate office and becoming aware of the situation I decided that it was probably in the best interest of both the customer and Maaco that we not paint his car based on the belief that we were not going to be able to satisfy this customer.  My decision was not based on the customers phone call to our corporate office, it was based on the fact that he was told when dropping his vehicle off how long the job would take (holidays must be taken into effect) and he was not willing to give us adequate time to complete the job properly.  I never told the customer that I was unhappy that he had called our corporate office.  The customer has requested that Maaco pay for his rental car for a week while he is having the work performed at another shop.  I respectfully decline to do so.  When I called the customer to tell him that he needed to come pick his car I offered to call his insurance company and work out his rental situation so that he would have his rental when he found another shop to do the work.   The customer never took me up on that offer.  I am sorry that this particular situation ended poorly but I believe my decision was in the best interest of the customer and Maaco.

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.
To Whom It May Concern,                I am writing this in response to the owner’s rebuttal to my complaint. He states that I was never told that the vehicle would be ready around the 29th, but I have spoken to the insurance adjuster from [redacted] and he stated that he called them on the 23rd and spoke to a person named [redacted] to get an update on the repair so that he could adjust my rental. He stated that he was told by [redacted] at that time that the repairs had already begun and the vehicle should be ready on or about the 28th or 29th. Also I was told the same thing when I dropped off the vehicle on the 16th. When I found out that work had not even begun on the car when I called on the 28th [redacted] told me at that time that they had been backed up due to the holidays. I asked him why I was not informed or why did he tell me to drop it off on the 16th if they knew that they would not be able to get to it weeks later. [redacted] responded by saying that it needed to get in line. I replied with “isn’t that what appointments are for”. It makes no sense to me to have a vehicle sit for almost 2 weeks with no work being done to the car. After that conversation I looked up other reviews from customers that went to maaco and found that a lot of other people have experienced similar things, which is when I made the decision to call the corporate office and file a complaint. Not 30 minutes after making that complaint I received a voicemail from [redacted] telling me that Robert just got off the phone with corporate and wants you to come pick up your vehicle. When I called back and spoke to Robert he repeated the same thing.  And said since I called corporate he does not want to work on the vehicle. With this in mind Robert cannot say that this was not the basis of the action that he took. I was told that my vehicle would not be worked on when I complained to [redacted] it was only after Robert received a call from the corporate office that this came about. And once more the representatives of Robert’s shop lied about work being done to the vehicle and to me when I was told that work would begin shortly after dropping it off. I do not expect anything from Robert in this matter but he should at least apologize for the fact that my car sat for 2 weeks and no work was done and that lies were told leading people to believe otherwise. This is very unprofessional, and unacceptable.                                                                                                                                                        Sincerely,                                                                                                                                                                   [redacted]

I will be happy to provide additional supporting documentation if necessary.  Thank you for your attention to this matter.

RE: ID #[redacted]To Whom It May ConcernIn response to the customer complaint from [redacted], here is my side of what happened and what we proposed. [redacted]'s son called my repair shop and indicated there was rust bubbling on his Jeep that had been painted in May 2017. I told him that I would...

need him to bring the 1997 Jeep to the shop, so we could assess what had occurred, but rust repairs were only warranted for 90 days. He was not happy and became hostile when he heard that on the phone.[redacted] and the son came to the shop with the Jeep and when we looked at the repair order, we discovered that no rust repair was performed, nor charged for, on the Jeep, but we provided an overall paint service, which includes light sanding for adhesion purposes. My shop manager, Brian M[redacted], examined the vehicle and saw the rust bubble on the tailgate. He explained to the son that he was not charged for any rust repair on the Jeep, and if we had, it was only warranted for 90 days (the same policy I explained over the phone). Unfortunately, we cannot control what happens underneath prior paint that is on the vehicle; we did give him a nice paint job when we completed the service. Furthermore, this vehicle is about 20 years old, so that compounds rust issues that could arise after it is painted.The son became disrespectful and angry, and he said this was [redacted]" numerous times as Brian tried to patiently explain the situation to him. Brian told the son that we would work with him to repair the rust issue, but we could not do it for free. He still was not happy with that information. The discussion continued, and the son proceeded to insult our work by saying we did not know what we were doing, and Brian did get upset with the son at this point and let the "*" word slip once. [redacted] was sitting inside the vehicle and heard the conversation. At some point, the son got back in the vehicle, said we would be hearing from his father, and left the premises.The father called later that day and both Brian and I apologized for the swearing. We explained the same policy to the father and told him we were still willing to work with the son to repair the rust, but there would be some charge to do so. The father said they would get back to us, if they wanted to have us address the rust issue. We then received a complaint through our corporate customer service center and now this Revdex.com complaint.Our resolution for this issue continues to be for us to provide an estimate to [redacted]’s son to repair the rust issue, with as much consideration on price as possible, given he had us paint the Jeep last May.Sincerely,Robert J[redacted] Owner

I had a customer, [redacted], come into my shop with a check engine light on. He explained to us that a sensor had been replaced a short period of time ago by another mechanic and was told it would address the issue. After checking it there was a [redacted] code.  We explained to him that...

we do not repair [redacted]s here, but we could check the sensor. We checked the sensors and could not find anything concrete. We took the car to my trans rebuilder and he told us it needed output speed sensor. I called [redacted] and he authorized the repair. He picked the car up and the light came back on so he brought it back to us . I took the car back to the rebuilder and they told us the other speed sensor was bad and was replaced. Light came back on so we took the car back to trans rebuilder again and he told us the computer was bad . All of this time [redacted] knew I took the car to trans rebuilder. It was only after he was told he needed a computer that he claims of no knowledge about the trans shop. We did everything possible to help [redacted]. Car was high mileage and parts do go bad. I feel bad for [redacted] but after all there is nothing more I can do. As anyone knows computers do have glitches that don't always show up on first diagnosis. If [redacted] wants we can do the computer at the price the trans shop gave him. We were in constant communication with [redacted] every step of the way with what was going on and prices and also how complicated check engine lights are. We offered everything possible to come to a solution with [redacted] and the last we heard from him he said he'd be back he was just going to the shore for a few days. We absolutely value [redacted]'s business as his family has been coming to our shop for years.