Complaints

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I got into a car accident in November of 23. I had my car repaired at this Maaco in that December. Everything seemed fine, but months later I noticed my bumper was not connected properly. The rubber underneath was falling down and scrapping the ground because the rivets were gone to hold it up. I took it back to the shop and was told nothing fit due to it being aftermarket parts. They encouraged me to get my insurance company to refit it with original equipment. An adjuster saw that the clips on the bumper were broken in a lot of places and decided to fix it for me. It was fixed again in June of 24 this summer. Not two months later and clips are broken again there are missing rivets and bolts all over. I am under the impression their body shop person is unqualified. In the 4 years prior to this company fixing my car I never lost a rivet or bolt before. I want my money back to get someone more competent to fix my car.

  Customer response

  09/25/2024

  Hello, I received an email saying that the BBB was unable to get in contact with the business in question in my complaint. I have not heard from the business and they never replaced the part on my car that was broken. 
  
  Regards, 
  
  Tequila *********

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Maaco after damaging it on a pole to be fixed and painted. The doors were bent so they had to be replaced. The front bumper was not bent but it had a lots of scratches. Instead of painting the area where the scratches were they buffed them out, and now the side of my car still have bad areas on it but it does not match the doors that was painted. It a bad paint job. The painter was not a nice person and kept saying it's not on there to paint. There is nowhere on the contract that tells you what area to paint, only show the doors replacement. When I came to drop my key off, the painter wanted me to give him another ****** to paint the whole car. I decline that and told them I just want the damage side fix. They did not fix the damage side completely, look like a patch job when I told them I want that side done. I guess since I did not agree to the whole car being painted they only painted the door and it look like a cheap job. I want my money back and I will take my car somewhere else and have it painted. The painter kept saying we need money can't paint it for free, and I said you are not painting for free, it should have been done as part of the job. He was so worried about money, how about worrying about pleasing your customers.

  Business response

  08/19/2024

  The customers vehicle was estimated and the customer was informed of the scratches to the fender that most can be buffed out to save the customer money, and avoid painting due to small amount of damage on the panel. The customer was fine with this until she arrived to pick up her vehicle identifying another scratch to the rt fender. The customer began to get irate as we attempted to explain that her fender was not on the estimate to be painted, nor would she be charged for work that was not done to her vehicle. Customer was given the opportunity to pay an additional $300.00 to get the rest of the vehicle painted while her vehicle was being repaired as I noticed other imperfections in the vehicle. Customer declined this opportunity and insisted on going with our original estimate. Customer was not charged for work needed on the fender. All areas of work and paint are specified on customer paper work labeled "Spot Refinish". All parts listed are the Front and Rear doors on the passenger side of the vehicle as well as the passenger side quarter panel.

  Customer response

  08/27/2024

  This case is not resolved. It has been 10 days not ******************************************************* reference to this case. MAACO is lying to cover up the poor job that they did on my car. I never agreed to have them just buff my car and not paint the side that was damaged. I have two different colors on my car and my car need to be repainted. They say I was irate, but they did nothing to correct the problem but ask for more money, in which I did not feel I should give them since I gave them ***** to do it right the first time. I contacted the owner, and he did not have the decent to contact me back to get my side of the story just going on his lying crew members. I want my care redone and my case reopened.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to maaco they said itll be 2 weeks in may of 2024 its June 13,2024 they called me to get my car and my car was horrible so I sent you pictures and now Im paying for my rental out of pocket and Im making payment s for a car Im not driving

  Business response

  06/28/2024

  This has been resolved.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5-15-2023 at Petersburg Va location my vehicle was given 2 estimates ******* and *******. I needed 1 headlamp and I front fender. I asked could I give 2000. Towards the ******* and call when ready for work to be done. Meanwhile car got unoperable and when I asked for My 2000 back was told parts were ordered and my 2000 was not refundable due to them storing part at ***** a day. I was never informed or contacted and even made aware anything was ordered for my car much less id be charged storage for parts . Why was my money accepted before any work done and why was I not informed of and where any such policy existed.

  Business response

  06/05/2024

  The customer came by 5/15/23 for an estimate and dropped off $2,000.00 as a parts and service deposit. On multiple occasions the customer was called in reference to her drop off date. A full year went by with no contact from the customer until the week of 5/28/24. The customer wanted a full refund of her deposit, to which I told her that we have a no refund policy, as posted in the office, on all parts and service deposits. I also gave her the opportunity to use the rest of her funds spent as a credit in the amount of $839.76 after subtracting her parts costs. To which I am still awaiting a response. 

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I they did not try to contact me once. I was never made aware of the sign on the wall. When I dropped off the money I was told by the manager that it would be fine . I made it clear that it would be at a much later date and he assured me that was no problem and whenever I was ready, just give them a call and it would be fine. They never mentioned buying any parts. They never mentioned anything about storage. They never mentioned anything to me and I never signed anything with them. have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my issue
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** Spain
  
  
  
  
  

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I they did not try to contact me once. I was never made aware of the sign on the wall. When I dropped off the money I was told by the manager that it would be fine . I made it clear that it would be at a much later date and he assured me that was no problem and whenever I was ready, just give them a call and it would be fine. They never mentioned buying any parts. They never mentioned anything about storage. They never mentioned anything to me and I never signed anything with them. have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my issue
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** Spain
  
  
  
  
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  MAACO Has had my car since May 3, 2023 my car was returned July 21, 2023. MAACO Stole multiple car parts off my car and return my car and not running and working conditions as it was prior to going to the shop. They have falsifying information to my insurance company to get payment has not did all work report for payout. This include a stolen inspection shown in photo, inspection sticker stolen, on going oil light now coming on repeatedly. VW engine cover to the motor missing shown in photos, **** missing shown in the photo, unfinished work shown in the photo, my windows Taped up showed in the photos. The rear of my car was in an accident, Its no need to go under the hood or for anything to be missing including the inside of my vehicle.

  Business response

  08/02/2023

  Good morning to whom it may concern. ******************************* had the vehicle towed into our facility on May 3rd, 2023. The customer expressed concern that the vehicle wasn't driving well and wanted to have the vehicle total loss. We reached out to the customer's insurance company to have an adjuster look at the vehicle. ************************* stopped by our location, and we expressed the customer's concern. He assessed the damage and came to the conclusion that the vehicle was repairable. My body man advised **************** that there may be more extensive hidden damage and he expressed that we would address any additional issues as we encounter them. We proceeded with the approved repairs and supplements and then we sent the vehicle to pep boys for the four-wheel alignment. Due to a shortage in staff the vehicle was not immediately serviced, and we picked up the vehicle and took it to our other preferred facility JBM auto. While doing the alignment they noticed severe frame damage to the vehicle. We reached out to the insurance company and sent them over the documents from the alignment. The insurance company finally decided to total loss the vehicle due to the frame damage. ************** was notified of this and was told to pick up her belongings from the vehicle as it was being towed the next day. The customer picked up her belongings and, in the process, accused my staff of stealing items from her vehicle which simply didn't happen. The vehicle was towed out the next day and maybe a week later we received a call from ************** saying she was coming to our location with the Petersburg police to file a complaint. I explained everything to the officers and as they tried to explain this information to **************, she became upset and was very rude. The officers took her outside of the building to calm her down as they proceeded with the report. The officer then gave me a card with her name and case # on the back of the card. We did everything to repair the vehicle but simply couldn't complete the repairs due to severe frame damage. It was an unfortunate situation for the customer as we did all we could to satisfy her.

*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. ↩