Complaints

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2023 maaco completed repairs on my *** and installed broken parts. the headlight was ***************** to the vehicle with caulking to cover up a broken bracket. Then when I pointed it out to them, they replaced it with another broken part that did not have caulking on it or cleaned off the caulking. We have had multiple phone calls with our auto insurance provider, USAA and the shop owner **** has been dishonest in those phone calls. He has played both sides and refused to have conversation with myself and my insurance provider at the same time. He claims the parts are the way they are because they are "used" parts. I do understand that used parts may be utilized during repairs, but these parts are broken and do mount to the vehicle in the manner the manufacturer intended. Our passenger headlight has a broken bracket where it should mount to the fender, which has a bent bracket where it should recive the headlight. The passenger side marker light had fallen apart. Also the front right parking sensor does not work.. all these are attributed to an accident where that portion of the vehicle was affected. **** and maaco have been so dishonest in their work that I do not trust them to bring my vehicle there for these issues to be resolved. I am requesting parts, that I will install myself. USAA has stated they can not pay for more parts, as it is the shops responsibility to ensure quality of the parts before repairing the vehicle. They stated it is a workmanship issue that needs to be corrected by the shop.

  Business response

  05/03/2024

  The repairs were made according to the Insurance Estimate.   Occasionally the insurance company will miss something and we will contact them to request further repairs.  ************* estimate did not cover the passenger side marker or the front right parking sensor.  We were not able to receive authorization from the insurance company to make those repairs.   We are willing to take a look at the problems and try to make the necessary repairs but the expense will be the customers responsibility, and then can have the cost refunded to them by the insurance company. ************* company did  not include any  money to replace the sensor. It's possible that the  problem with the sensor is  being caused by the multiply  pre-existing electrical problems before the insurance company will cover the cost.      

  Customer response

  05/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21645664

  I am rejecting this response because:

  Maaco has had plenty of opportunity to do the right thing and contact the insurance company but will not do so. It has been months, with numerous phone calls made to maaco and my insurance company trying to get this straightened out. My insurance company tells me they spoke with **** at maaco regarding certain things, then **** at maaco told me he never spoke to USAA at all. That type of dishonesty does not give me the comfort to bring my vehicle back to maaco for further evaluation or repairs. If parts in the affected area of the crash that do not work, and did before the crash, will not be replaced then I will seek legal action. 

  Regards,

  *****************************

  Business response

  05/07/2024

  As stated before, the vehicle was repaired according to the insurance companies estimate.  No matter how many phone call were or were not made, we cannot fix the vehicle without  written consent from the insurance company in form on  an estimate.  The shop does not repair anything without the insurances authorization, unless the customer will pay for it out of pocket.  If **** spoke to the insurance company, then a new estimate would have been made and the shop and the customer would have received  a copy.  This is standard operating procedure for all insurance companies.  We are here to make a profit,  if the insurance company pays us to repair something then that's what we do.  The customer came to the shop and had a 3 way call planned between, himself, the insurance company and ****.  ********************* was suppose to call the customer.  The customer left because the call never came through!   I'm not sure why the customer thinks  that **** is being dishonest.  It could just as easily be the insurance company at fault.  At this time, our hands are tied.  If the customer wishes to seek legal action than he may do so.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩