Complaints

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into the business wanting to get an estimate done on my car. An employee by the name of ***** said that he could do the estimate, and that I just needed to email him the estimate I received from my insurance company, the estimate from my insurance company was around $863. So I leave my car at the Maaco because ***** said for them to give an estimate they have to break down some parts to see what all really needs to be fixed because the estimate from my insurance company isn’t always correct. So I said okay, and emailed the copy of the estimate I received when I filed the claim with ******** assuming I had some kind of coverage, ultimately trying to figure how much things would be before any work began, or before I chose to stick with Maaco, because I know other body shops that are much more cheaper. I was told by the employee based on the email of the estimate I sent him, that the email says I have a $0 deductible and that I was covered. So they began the work on my car before verifying that this information was right based on the email sent. They did an estimate and figured it would cost $2600, didn’t verify with me or the insurance company before starting the work. Now my car is finished, and we are just now finding out that my policy doesn’t cover collision. The owner *** ** is holding my car, when I did not authorize for any work to be started on my car, especially before knowing there was a price difference for the work to be completed. The owner is saying the email is an authorization for him to start working on my car, and there was no need to contact my insurance company to make sure he was gonna get paid before starting the work on my car instead of giving me an estimate and telling me the out of pocket cost to make a choice for myself. I was forced to sign a paper after the work was finished Jim Claimed I had to sign it for him to send to the insurance company so he could be paid, but never verified that I was covered. My car is now held in storage.

  Business response

  07/26/2024

  ****************** presented our estimator with an insurance estimate from Allstate.  As it turns out, Allstate should never have written an estimate on his vehicle because he had no coverage.  ****************** presented the estimate as having full coverage and payment issued, yet when it came time to file a supplement, we learned that he had no coverage at all.  ****************** refused to pay for the work that he had authorized with his signature and did not pick up his vehicle for several months even after being told by the police that he should take his vehicle.  We did not remove any installed parts from his vehicle and the repair was completed in full.  ****************** spent months arguing about this, claiming that he had no transportation for his job, yet he came to our location multiple times while driving a tesla.  ****************** has since filed a lawsuit that has most recently been dismissed due to an incorrect filing on ********************** behalf.  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in March 22 for a rollaway accident that left only the fender and the door damaged I dropped my car off to Maaco the exact same day they failed to give me a accurate estimate on how long anything would take just told me as fast as they can get the insurance adjuster to show and the parts they will be on the roll. April 17th rolled around they still had no received the door they said it came in damaged. I waited for my repairs to be completed patiently May 8 I went to pick up my car because they instructed me it was ready. Within 3 minutes of pulling off the lot I noticed noises coming from the car pulled over to check it out in the process of me sitting there my arm starts getting hot. I looked at the door that they had just installed to see smoke and fire coming through the door controls I immediately returned the vehicle and asked why did this just happen. They poured water on my car and assured me that my vehicle would be ready the next day after already paying 1000 deductible 10 minutes prior. I patiently waited constantly checked in by going to the location because out of the 2+ months they had my car they only answered the phone twice out of the whole 2 months of having my vehicle. I called and they assured me my vehicle would be fixed by Friday May 19th I arrived there that day at 3:55 pm doors or locked shop is closed even though their sign says 5pm. I call several times that Monday morning no answer all day. I go up to the shop and they say hey yeah we still can't get the part we called the dealership they don't have it. I demanded my car at this point they took 2 hrs to release it even tho I paid my money weeks ago window is stuck in down position and no control panel or door panel on the car what so ever. Car sound very horrible when it was in perfect shape minus the dented door. I also talked to a few other customers while this whole thing was playing out that let me know they destroyed their vehicles as well They need to be closed down

  Business response

  06/06/2023

  We did get the car and the insurance did a full inspection.  The insurance did come to inspect the car until two to three weeks after the car arrived.  We found extra damage and we had to wait on two doors that could come from different areas in the country.  We took all the pieces of her doors and put in the doors that we replaced.  Customer picked up the vehicle and she was informed not to go through a carwash due to the fresh paint.  Customer went to a carwash.  Customer returned thirty minutes later after leaving the lot.  We told the customer to leave the car.  We are only allowed to order parts from a certain vendor and it could be ten days.  Customer called the cops on the 9th day she demanded her car.  She was given her car the way it was.  Customer started yelling at the cops and in front of other customers, she needed to leave the business.  We talked to customer's insurance company and we informed them that we will fix the problem, but the customer never came back.  

  Customer response

  06/06/2023

  Complaint: ********
  
  I am rejecting this response because: It is a lie who goes through the carwash in 3 minutes I was never gone 30 minutes and have all video proof I made it two stop lights away and the car caught on fire so everything that he is saying is a lie and yes I did call the police because no one at the shop could tell me about my vehicle said that the manager was at lunch for a hour and a half after I was told my vehicle would be ready that prior Friday 
  
  
  
  Sincerely,
  
  **** *****

  Customer response

  06/06/2023

  The car was paid for on May 8 and was picked up on May 22 where is that 9 days ? 

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out on FB and was sent a customer service email to file my complaint. still no response. While the original drop off was in September of 2021 it has been continually open since. Promise of a decent paint job. fully damaged or lost the product.Expectation: Replacement funds of part and refund for paid undelivered service Back story below My son got his first car at 16 in 2021. He was excited to have his first detail experience and wanted to contrast color his spoiler. Having used MAACO in the past in a different state, I suggested MACCO.He purchased the spoiled with his own money and called the Swansea IL Location. to have it painted. This was September 2021. They said the spoiler would take a couple of weeks. After having the spoiler 2 months we called and they said it was complete. My son brought it home and it was one of the worst paint jobs I have seen. Orange peeling, bubbling and chip.I took it back and they acknowledged the error and blamed it on "the new girl"I won't belabor you on the multitude of times that we have called since then to get the spoiler back. it is now October of 2022 and they still don't have it. I believe it is lost and I am requesting it. my son's refund and replacement cost so he can get a spoiler back on his car. I am requesting $600 for the resolution of this issue.Maaco contact is ***** ************.

  Business response

  07/26/2024

  Customer provided us with an aftermarket fiber glass spoiler in multiple pieces.  The spoiler kit was in rough condition that required additional modification to correct the imperfections.  However, we were unable to reach the customer for same time to get approval for the additional repairs.  The customer never approved additional *********************** and the parts were painted as is.  As expected, the customer was unhappy with the ********* product, and we did end up refinishing the pieces correctly for no additional charge to the customer.

• Initial Complaint

  06/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my car towed there to have an estimate done in early March. I have not gotten an estimate when I call they are rude, even my lawyer handling my personal injury from the accident has attempted on multiple occasions to get the estimate, I feel they have stolen my car.

  Business response

  07/26/2024

  This vehicle was a total loss, and the insurance company was incredibly difficult to deal with and did not make a determination about liability or coverage for many weeks.  We were at the mercy of the insurance company and were unable to provide a full estimate without sufficient information from them.  Furthermore, we are not interested in speaking with anyone's Attorney outside of a court room.

*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. ↩