Complaints

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had MAACO do a new paint job on my vehicle several months ago. The initial appointment my vehicle was there for over 2 weeks. Several days later I noticed the hood had large bubbles and contacted them. They advised me to bring my vehicle back in and they would look at it and fix it. Fast forward to now, the bubbles have reappeared on the hood. I called again, and again they advised to bring it in for inspection and they would fix. the problem. When I brought the vehicle in, they said they would "bring it to the front of the line" since it was a recurring problem. I dropped it off on 5/8 with a promise it would be reatdy by Friday, May 12th. I called on May 12th asking when I could pick up the vehicle and they said it wouldn't be ready until NEXT Friday. I have been patient to this point. Itis now May 19th and my call to the business resulted in-you guessed it, NOT READY. Not only NOT READY but NOT EVEN PAINTED! The new anticpated date is May 23, 2023. Since this the third time of not having my vehicle for over 2 weeks, I requested a rental car until it was done. I was told they don't do rental cars, This is not a very good way to run a business, as all times I have had to contact them, instead of them contacting me with an update. I need a vehicle as I have multiple medical appointments for both me and my wife. Her car had mechanical issues and was taken to a different shop so we had to borrow a car inconveniencing family members. I will not recommend this establishment to ANYONE except to stay away as they cannot keep their promises or even contact you if there is a delay.

  Business response

  05/23/2023

  He is ready for pickup this afternoon so the issue should be resolved today.  We have been in communication with ****************** during this process and are confident that this should be over.  If there is any additional info or assistance needed please feel free to reach out to me directly. Thank you.

   

  Regards,

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

  Owner

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

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

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to you to ask for resolution to a problem I recently experienced at the Maaco in ********************* **. I dropped my sons car off with the manager, ******* on Friday March 17. The car had been in an accident, and I was dropping it off to get the new fender and bumper painted to match the rest of the car. About two weeks prior to dropping the car off, we stopped by and talked with ******* about the ability to match the paint because it wasnt the original paint on the car. He assured ** it would not be a problem.When we arrived to pick up the car on the following Friday, I was shocked to see that the color he painted the fender and bumper do not match the color of the rest of the car. It is a completely different color and different finish. At the time, I think I was so shocked, that I signed the paperwork and left. I am very upset about this. Prior to using a different color, he did not even call to ask if it was okay he just did it and then acted like it was completely normal.I personally paid him $883.09 and ended up with a car that looks horrible. Very frustrating!Additionally, the passenger back tire was flat when we picked it up. It was not flat when it was dropped off. ******* checked it out, found a nail in the tire and then told me to go up the street to get it patched. I had to do that to get home. That cost another $26.00. He didnt apologize or offer to pay for that either. Very unprofessional service.I would either like my $833.09, and the $26 refunded to me or for the shop to paint the rest of the car the same color to match the paint they used. I did attempt to resolve this through Maaco via a presidential complaint that was sent April 1st. I have not received a response.*****Please note I attempted to attach pictures but I was not able to complete the claim with the pictures attached. I would be happy to email pictures via another process.******

  Business response

  05/29/2023

  We are sorry you are not happy with the color of your car.  It was explained to you and your son prior to drop off that since your car, which was originally Cadillac's ********************* tri-coat urethane factory paint but it had been repainted prior to coming to our shop in a white enamel aftermarket paint, we would not be able to match it with the premium urethane PPG factory paint that we use.  We offered to blend adjacent panels at an extra charge to diminish the color difference or paint the entire vehicle, which your son agreed would be the best option, but you declined due to the additional cost.  One tire appeared to have a slow leak that we discovered after drop off, which we assumed you were aware of.  Your car did not leave our lot so did not pick up a nail here and we don't do tire repair here.  Since your car is an aftermarket enamel paint your only option since you declined to blend is to repaint it entirely at your expense.  You did not let us know when you picked up the vehicle and signed our paperwork confirming the work was completed to your satisfaction.that there were any issues with your car. 

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 19, 2022, I had an appointment at MAACO Collision ************* Painting, located at ************************************************************, and telephone number **************. On the morning of December 19, I dropped off my vehicle for several repairs. That included part of the left driver's side (driver's door, hood, fender, and bumper). The work was simple, which took around five days, that is to say, that it would be ready on Friday, December 23. On the afternoon of the same day, Friday, I received a call from that office to tell me that the car had come out of paint and the pick-up was delayed, not on Friday but on Monday of the following week. I patiently waited and went to pick up my car punctually at the time they told me, to my surprise, the car still had a scratch on the bumper, and the finish was not the same as the factory one; it seemed that an inexperienced person I had done that job. I explained to the Store Manager that I would not accept taking the car under these conditions, and she apologized and promised me that it would be ready in a few days. Several days passed, and on the morning of Friday, December 30, I received a call from the manager informing me that the car was ready to be picked up and was much better than the first time. Once again, to my surprise, the finish is exactly as I had seen it on the same day, December 26; that is, they did not do anything; they only corrected the scratch on the defense. Unfortunately, this situation is very frustrating because I have been trying to resolve it for more than two weeks, and I have only felt cheated, and they have wasted my time and money. The purpose of the complaint is that they do not play anymore with me or with other people who could have gone through that and done the job they promised since it is a *************************** I enclose evidence of the poor job they have done. I was waiting for a resolution!

  Business response

  01/25/2023

  In response to this complaint.  Mr. ***** is correct on the date he dropped the vehicle off, however, the other dates are incorrect.  In addition, the pictures he attached were pictures taken before the final cleanup on the paint was complete. The second and third photo shows a line of blue tape towards the bottom of the fender, which the blue tape is ours. it is used to mask the car for paint, align emblems and used before final wet sand and buff to protect surfaces.  Mr. ***** took those pictures before the car was ready and before we called him to pick the vehicle up. The vehicle was painted on 12/23/22, which was later than anticipated due to cold weather which inhibits the painting process and drying times. He came in on the 23rd and must have taken those pictures at that time since our tape is still on the car.  The following Monday 12/26/23 it was wet sanded, cleaned and ready for delivery. However, Mr. ***** did not show up for threes days on 12/29/22.  Upon his arrival he tried to get a discount for work already completed and agreed upon.  We do not negotiate pricing for work performed after the fact with a price he agreed. He was very upset and tried to say our work was not up to factory standards, however, the final product was much smoother and shiner than any other portion of his vehicle. it is a very smooth glass like finish.  He said he would not accept the car or pay for it unless we dropped the price by $350.00.  The vehicle sat here until 1/9/23 when we told him storage fees would apply.  When he did pick it up he still pushed for a price discount which we would not do.

  So this complaint must be the result of not giving him a discount of $350 after the work was completed.

*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. ↩