Horrendous Customer Service & Lies/Unable to deliver on promises
Posted by DeniseLove on
AUGUSTA, GEORGIA -- My husband went to the Maaco franchise in Martinez, GA on March 13. Got an estimate and was told "bring the truck on a Saturday and you'll have it the following Saturday". He was impressed with the estimate and we took the truck back on the following Saturday, March 20.
A few FYI facts -
1) The truck was originally dark green with gold on the bottom - he told them to paint it exactly as it was.
2) We live over an hour away from the franchise.
3) Hubby gave his cell phone number because the shop hours were during his working hours and wanted them to be able to reach him if there were questions or problems.
While we were there, we decided to let them find a new hood which was part of the original estimate discussion. When hubby removed the bed liner he found an area of rust/corrosion. Eric, the "manager" told him as a complimentary service, they would brush out the corrosion and just do a cursory spray on the bed since the liner would be replaced - "you don't want that corrosion to go untreated" were Eric's words.
Eric called my husband on Monday, March 22 and told him he found a hood and it would be delivered to them by Wednesday. He then told him it would be ready the following Saturday, March 27.
Friday March 26, my husband called and was told "we've been busy and haven't done any painting except the bottom (which was to be painted gold and cost an extra $150) - the color wasn't right so the painter had to start over. It can be ready early next week - Wednesday at the latest." Hubby wasn't happy but he had some co-workers interested in seeing the job for potential future work. He mentioned this to Eric. Eric told him he was happy for the referrals and would take "extra care to make sure the job was perfect - not that he didn't do that with every job".
The following Tuesday (the day before we were supposed to get the truck back), March 30 my husband called and was told there were some issues with the roof of the truck. Apparently they said there had been previous body work and they were trying to make it perfect. Getting frustrated by now, my husband asked how obvious these "imperfections" were from the ground. "Well, not noticeable" was the answer. He told them just to make it look as good as possible - it is the roof and not many people are going to be hovering over the roof to inspect the paint.
Again, we were told the truck would be ready on Saturday, April 3. Friday, April 2 my husband called to find out what time to be there on Saturday. He was told the truck would not be ready until the following week. By now, he is beyond frustrated. Not only has it taken a week longer than promised, hubby has had to make every phone call himself - no phone calls were made by Maaco to inform us of any issues or delays.
The following week, we planned to go to Maaco on Thursday April 8. Wednesday April 7 my husband got home at 6pm and found a message from Eric on the home answering machine stating that there was a problem found after final paint on the passenger door which was very noticeable and he felt we would regret not having it taken care of. due to the late time we got the message, we could not call back until the following day.
Thursday April 8 - hubby called Eric and told him he was unhappy about having the message left on the home phone because we went out of our way to give the cell number so he could be reached during business hours. Eric told him the labor for fixing the "imperfection" on the door would be $300 but would cut it to $60. We told him to finish the truck. Eric said it would be ready sometime that Friday, April 9. My husband told him we would be there at 9-9:30 am that Saturday April 10 and to have it ready to go when we got there.
Saturday April 10. 9:45 am. We arrived at Maaco. Side note: A coworker of mine was there getting an estimate on a paint job - definitely have to talk to him Monday morning... Eric got to us at 10 (after taking my coworker to the back to show him finished jobs). He told us they were getting the door untaped from the touchup work he called about. We asked to go back and take a look at it. He said "You know what, we have a ton of stuff going on back there. It's not going to be possible to go back there." Mind you this was the same place he had just taken my unsuspecting coworker. At this point my husband was getting exasperated, and voiced his frustration...no he did not raise his voice, nor did he use profanity (for which I was grateful). Eric, the "manager" told him he was not going to have that argument with my husband and told him "you need to simmer down". At this point, my next to the last nerve was being trampled.
Twenty minutes later, the gate opened and one of the painters drove out in my husband's truck. The first thing I noticed was the silver at the bottom...not gold. I immediately walked into the store and asked Eric why the bottom was silver and not gold. He hollered "painter" and went back to what he was doing. Last nerve is now being tested.
I walked out the door with Mr. Painter. The guy who drove the truck out the gate was already out there with my husband disagreeing about the silver/gold issue. As I walked up to the truck, the painter was telling us "that is gold not silver - you need to look closer". At this point the driver said and I quote "I don't know what you're looking at, but you people need to get your eyes checked because what I see is gold". At this point I figured I would need to come up with bail money to release my husband but again he restrained himself. As I turned to walk back into the office, he hollered "I swear on the lives of all my brutha's I served within the corps that it is gold and you don't know what you're looking at". Any self-respecting Marine would have stood up and slapped him for using the honor of the Corps as an excuse to be rude, thuggish and degrading.
I went into the office and told Eric to give me the bill so I could pay it and leave. At this point Mr. Driver came back into the office and proceeded behind the counter to ring us up. He started rudely mouthing off about color-blindness and I held up my hand and told him he needed to stop. He opened his mouth again and I looked him squarely in his eyes and repeated Stop - once. I asked Eric to please ask Mr. Driver to leave the office. He looked at Mr. Driver and told him to calm down and turned back to his computer. I paid the bill (every stinking penny of $1327.00) and told Eric that his first customer service mistake was telling us we needed to simmer down when we were simply expressing our frustration in a very normal, dissatisfied customer, ADULT manner. I then told him that the second mistake was allowing his painter to rudely tell customers they needed to get their eyes checked when we told him the color was wrong.
I am very aware of my rights as a customer who used a credit card to make a purchase. One word - CHARGEBACK. This will put a hold on their request for our money. This will also allow ample time for us to contact their corporate headquarters and give them a very detailed account and let them know that we expect at the very least a refund of the $150 we paid for gold paint. I will post our horror story to every possible media, and alert the local "on your side" consumer reporter if necessary.
By the way - the last straw which I did not notice until I got home...possibly because I need my eyes checked....they never TOUCHED the truck bed, did a poor job taping areas that should not have been painted, and did not correctly re-install the hood and windshield wipers.
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Do Not Use Maaco In Plano, TX
Posted by Lindsay on
PLANO, TEXAS -- We just picked up our car from the Maaco location in Plano, TX and will NEVER use them again!! 100% HORRIBLE customer service and our car may have permanent damage from their negligence!
Here’s the short of it:
Our car took 5 days longer than expected (including the 2 days we were out a car because we had to take it back to them to fix their errors!), we were mis-led on the price of repairs and when we picked up the car we had to drive it straight to the mechanic due to a foul smell only to be told they left plastic inside the car which had melted and was burning off and they also had sprayed a bunch of parts inside the car including the A/C condenser! Also, the customer service was HORRIBLE, the owner/manager seemed to avoid us like the plague!
Here’s the long of it:
We dropped our 2004 Ford Escape off at Maaco in Plano, TX on the morning of Friday, March 11, 2011. The main thing that we wanted fixed was the hood, which had bad damage done to it. Carlos, the owner, was the person who helped us. He told us that the hood would cost too much to fix and would have to be replaced and that would cost $500. He said he could paint the entire car and fix all the dents for $1,419.45. I asked him if we could get the dashboard repaired for that price also. He said they might be able to do that, but he would have to talk to his interior guy and “would call me if it would be $100-$200 more”. I left thinking that worse case scenario, we would be paying $1,619 for all the repairs. I never received a phone call, so I assumed they were fixing the dash since I was not notified of any additional repair costs. Before we left on Friday, we asked Carlos how long it would take and he said our car would be ready “on Tuesday or Wednesday”.
Fast forward to Wednesday, March 16. We had not heard anything from Maaco yet. My husband woke up extremely early to get to work early so he could leave early to help me pick up the car before Maaco closed at 5:30pm. Before we left to pick it up, he called Maaco and they told him that it wasn’t ready yet. This continued EVERY DAY until it was FINALLY ready on Saturday, March 19 (which is turned out it wasn’t ready even then as we had to bring it back on Sunday, March 20 to have them fix issues).
On Friday, March 18, I had enough of the run around and called and asked to speak to a manager. I was told that the only manager was the owner, Carlos and he was out of town. I asked the girl on the phone if the dashboard repairs were being done, wanting to make sure that Carlos had relayed the message to do that before he left. She said no, that would cost me another $800 if we wanted to fix that! I was very upset and told her so because I would not have painted my entire car if I knew that the dashboard would be $800 to fix alone! I would have had only the hood and dashboard fixed. I asked that a message be given to Carlos that he needed to call me back right away because I was very unhappy. She said she would give him that message. I did not receive a call back from him.
On Saturday, March 19, Maaco called us at 11:17am to tell us that the car was ready. I still had not heard from Carlos so I told the lady on the phone that I wanted him to call me right away, I wanted to speak with him before I came to pick up the car. She neglected to tell me that the shop closed at noon! At 11:45am, I still had not heard from Carlos so I called the shop again and spoke with the same lady on the phone. I told her that I still had not heard from Carlos and I wanted to speak with him right away. I asked her what time they closed and she said noon. I told her we were going to go ahead and come up there to get the car since they were about to close, but to please have Carlos call me ASAP!
On the way to the shop, Carlos called me from his cel phone. I explained to him the reasons I was upset regarding the car taking so long to be ready and for not getting called about the dashboard repairs being so much! He told me that since the dashboard repair was going to cost so much he didn’t both calling me because he figured I wouldn’t want to do it for that much. I explained to him that I would have rather had the dashboard fixed than my whole car painted because that was bothering me more than the dents on the back/sides of the car. I told him that he should do something on the price, it was not fair to charge us full price when they had the car 3 days longer than the told us and didn’t call us with the dashboard estimate. He kept saying he was in the car on spring break with his kids and he would have to “look at it” when he got back into his office on Monday. I told him that I was going to pick up the car right now and would be paying for it when I got there so he needed to call the shop right now and tell them to give us a discount. He just kept telling me that the girl at the shop “was not authorized” to release the car until it was paid in full and I told him that she would be “authorized” if he would give her a call right now and “AUTHORIZE IT”!! He kept feeding me the same line about how there was nothing he could do until Monday to which I replied “BS” (the full word)! He then said since I was “cursing at him” he was going to have to hang up and then he did.
I picked up the car, giving them a $1,200 cashier’s check and paid $219.45 with my credit card, fully intending to dispute the credit card charge if Carlos did not willingly give me the money back.
The whole way home with the car, a foul smell was coming from the engine. My husband and I immediately drove it to a mechanic to have it looked it. Later, the mechanic told us that they had apparently covered some of the inside of the car with plastic and hadn’t taken it off so it was melting inside the car and the smell was it burning off. He also told us they apparently didn’t cover the inside of the car well enough because a bunch of paint had gotten sprayed up inside the car. He was particularly worried about the A/C condenser which was covered in paint and told us that if we didn’t get that paint removed, the A/C was going to stop cooling. He told us to have Maaco put a THIN COAT of paint thinner on all the paint to remove it, he was worried that the paint thinner might also cause problems by corroding some of the parts but that the paint thinner would be better than leaving the paint on there.
After leaving the mechanic, I texted the cel phone that Carlos called me from, telling him what the mechanic said and asked him to call me ASAP. He never called.
On Sunday, March 20, we dropped the car back off at Maaco and I left a note with the key telling them all the things they needed to fix on the car:
• Tape needs to be removed from the fog lights
• There are two holes on the top of the hood where there should be black plastic parts (I’m not sure what they are called), it’s obvious that those holes should have something in them.
• The rubber around each of the doors keeps coming out (weather stripping, gaskets? Not sure what it’s called either) so that needs to be installed correctly so that it doesn’t keep coming off.
• Remove paint from all parts under the hood (as described above) with very thin coat of paint thinner.
• Completely remove all plastic from under the hood so we don’t have further issues with foul odors & burning plastic.
At the end of the letter, I asked Carlos to call me ASAP to discuss and talk about the payment issue. I never heard from him.
It was completely obvious that Carlos had NO interest in making this right with me and clearly was avoiding me like the plague. Every time I called he was unavailable or not there. When we showed up on Monday to pick up the car again, he had already gone for the day. I was very disappointed that he did not make an effort to show he cared about us as customers and make an effort to make us happy. The customer service of this company is absolutely, 100% horrible.
We have used Maaco in Addison, TX a couple of times prior to this and never had an issue. If you want to use Maaco, I would recommend using the Addison location instead of the Plano location.
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Maaco in Tampa FL
Posted by Scott26 on
TAMPA, FLORIDA -- Is there anyone in Tampa, FL who has had experience with or information about the Maaco auto painting shop on Anderson Road in Tampa, or any other Maaco in Tampa, FL? If so, please reply to this post.
Do not have a garage, my car sits outside and it really needs a good paint job. It is an older car with very low mileage, runs fine, and I can't afford a new car.
Since 1979, up to only a few years ago, I have many times gotten my cars completely repainted at various Florida dealerships and body shops. The job was excellent and the paint lasted for years. The price was always $600.00 for the full body paint.
When went for estimates this year, most quoted $3,000.00 or more, which is far more than the bluebook value of my car, for the same job that always cost $600.00!
That is why am asking if anyone has information on Tampa Maaco's.
Comments on the other stories:
Have read the reviews here, good and bad, and especially the ones who spent money at Maaco only to have their cars kept for weeks and months, returned with damage and shoddy work done, and to add insult to injury were bullied by awful "businesspeople." Have you had these thoughts also:
1) What on earth happened to escalate the cost of painting a car so dramatically in such a short time? I can understand reasonable price increases over the years but a jump 5 times the price in only a few years? Is this a conspiracy by the car industry to force people to junk and replace perfectly good cars?
2) From the comments, it seems as if the $250.00 price Maaco advertises is
just used as a "bait and switch" tactic in the bad Maaco franchises.
3) What happened to the great country of America that so many businesspeople are turning out such shameful work?
4) Is this the same America that so many soldiers have died for?
5) Are these the kind of people, many seemingly rude, brutish incompetents, being turned out by the educational systems of our country?
6) Need we wonder why so many businesses are outsourcing jobs overseas, if this is the caliber of American workers.
7) In fact, there are many unemployed Americans who take great pride in their work and can manage good human relations skills on top of that. How do the rude, incompetent ones hold on to their jobs?
8) From many of the comments on this and other websites, God help the person who needs to have their car painted in this day and age. Maybe it would be best to just get your own paint and do it yourself.
9) Television newsmagazines, why aren't you doing stories on situations like this to alert the public to the problem?
10) This seems to be a field of opportunity for persons looking to start a good business with high standards, performance, and reasonable prices. It looks like you would have almost no real competition.
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Posted by Tori on
JONESBORO, GEORGIA -- BEWARE of this place!!!!. I've never written a review on anyone ever, but I think people should be warned about this company!. I took my car into the location 8280 tara Blvd, Jonesboro Ga on a Monday, and they promised without a doubt it would be done by Thursday at the latest because it was minor damage that needed repairing. I called Wednesday just to check on the status and was told everything was about done and to check back in a few hours. I called back first thing Thursday morning which then I was told they were finishing up and it wouldn't be ready until Friday. I called first thing Friday which then they said everything was ready but they were waiting to paint it and it should be ready by that afternoon hopefully or if not then Saturday! I then had someone else to call and check and they told them it really won't be ready until Monday. Monday morning we were told they really haven't finished it nor have they reattached the parts. After pushing them they said it should be ready by 4pm. I called at 4pm then was told 4: 30 or 5 but they closed at 5: 30pm. I got there at 5 and the guy had just pulled my car up. Lets remind you I only had minor work done on the QUARTER PANEL!. I reviewed my car to find that my bumper had damage, cracked, and paint missing.
Also my battery was dead, which they blamed on the weather, and had to jump it off!. He made every excuse then was mad that we were asking questions about the vehicle and stated he was closing and ready to go home, not ready to offer any solutions! As I reiterated that I've been calling for days to retrieve my vehicle now he want to act as if I was inconveniencing him, not to mention I myself took off work to go pick up vehicle!
I'm very unhappy with this company and still in the process of trying to get my bumper fixed from damage that derived in their possession....also after getting my vehicle back I realize that something that was left in the vehicle is now missing
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Disappointed and ripped off!
Posted by David on
KILLEEN, TEXAS -- I requested a Platinum Paint service for my 2006 Jet Black BMW 325i from Maaco of Killeen Texas in June 2012. The platinum service is supposed to have the car looking like it has a showroom finish from the factory. I dropped my car off on a Saturday with it being promised to be finished in 2 weeks. After 2 weeks, I stopped in to see what was the hold up and they told me the entire car had to be redone because the paint they used was contaminated. I understood that things can happen so when they finally finished it was almost a month. I was out of pocket $200 because the rental car was only paid by the insurance company for 10 days. When I went to pick up the car, it wasn't completed because the rocker panels and other areas still had that orange peel or rough look. So they said to bring it back in six weeks to have those areas buffed. I took the car back after six weeks and they called me back the same day to pick it up. All looked OK but the next day I noticed some white residue on the rocker panels. I returned and they buffed those areas again while I waited. The next day, the residue was again visible. I called to tell them it was back so they said bring it back in a week. I took the car back yet again to have the rocker panels rebuffed along with other areas on the hood and around the car that began to show discoloration and a dull mirror like finish all over. This time they kept the car for 2 days. When I returned to pick it up, I noticed the rocker panels still had the same problem with the white residue. The said they would have to respray those areas but that was it for me. After contacting the corporate office they said I couldn't get a refund and wanted me take the car back to the shop so they could fix the problems. After four times and the same problem, no way I was going back. I will have to pursue this case in court for a refund. Not to mention, they tore the interior on all four of my doors when they went in to remove the outside door handles to paint under them. They broke the passenger side latch and it no longer retracts. I am totally disappointed with the service provided and do not recommend this business to anyone.
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Dishonest - Incompetent
Posted by Robert on
MENOMONEE FALLS, WISCONSIN -- I am extremely dissatisfied with the service I received at the Menomonee Falls Center M2407. N56W13306 W. Silver Spring Road Menomonee Falls, Wisconsin 53051 Phone:(262)783-5447
On 9/15/12 I delivered a brand-new tailgate to have it painted. The tailgate was still boxed, in fact double boxed. The manager told me that they would have to open the box and inspect the tailgate to ensure that the tailgate matched my 2008 Ford F150. A worker unpacked and inspected the tailgate and said everything was good to go. He offered to take the packaging and throw it out for me at which time I told him only if he is 100% sure the tailgate was okay. He said yes and took the packaging. The manager said I would have the tailgate back in a day or two. I also received a quote to have damage repaired on a 2005 Ford Five Hundred. On 9/17/12 I dropped off this car to have it repaired and painted. On 9/21/12 my wife and I stopped by to pick up the tailgate and car. A worker drove the truck to the rear of the building where he installed the tailgate. When he pulled up to the front of the building, I was shocked to see two large dents in the newly painted tailgate, at which time the worker said, “just don’t touch it with your hand and you won’t notice it”. I told him that was a new tailgate and that I could see the dents from 25 feet away. I went back inside to show the on-duty manager. He came outside, looked at the dented tailgate, shrugged his head, and said, “We will make it right for you”. I left the tailgate with them. A day later I received a call from the manager. His first words to me were, “the tailgate was damaged before we painted it”. For 15 minutes we went back and forth. The bottom line is the tailgate was delivered new, inspected and okayed by his staff, and damaged while in their care. Frustrated I finally told him to call me back when he was ready to make things right. No call from him on Monday, no call from him on Tuesday. Finally I called him at which time he said they were going to repair and paint the tailgate. Well yesterday I picked up the tailgate. Hoping this was the end of this ordeal, I now found that the sides and inside of the tailgate were not painted with the final coat, and that the surface of the tailgate has specs of dirt embedded in the paint. And the dents were still visible. As for my Ford Five Hundred, they left a section inside of the door jamb painted only with primer and did not paint it with the finish coat.
The quality of the work performed on my two vehicles was sub-par to say the least. Not only was I accused of delivering a damaged tailgate, but the whole experience had convinced me not to take either the tailgate or the car back to have them fix what they should have done right the first time. I will never use Maaco again and I will be sure to discourage family and friends to patronize this location as they are completely inept.
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What ever your uh-oh better get Maaco
Posted by jclarke201079 on
So I was using a friends truck and I hit a shopping kart in a parking lot. Now I'm thinking damn, what am I going to do! So I went to advance auto and got some perfect match paint (thinking I could repair it myself) the damage went from noticeable to, damn what happened, to daaamn! what happened!?! Now I confessed myself; I need professional help. So went out looking for some quotes. Now its 2008 Toyota tundra so I can't just give the truckt back looking like a clunker. Went to the Toyota dealer and $1,000 the guy said to me. I'm like in not painting the whole truck dude just the fender. He's like that is just for the fender. :o (what!?) I know I messed it up but damn man come on. Everybody else was 900 bucks and up also. So I remembered the commercial on TV (whatever your uh-oh better get Maaco!). pulled up at Maaco; told the guy Kevin Fennessy (manager) look I tried to do this my self but it just aint work out for me. Then he looked and shook is head, as if he had the situation before (probably calling me a dumb ass in his head lol). Then he said 150.00 and I'm like yes; that'll work! So kept looking around and everybody was in the 900's and I'm like Maaco would do it for 150! then they were like there going to use the cheapest paint possible and its going to be a horrible job. Now I'm thinking damn, hes right, 150 aint nothing compared to 1000; something got to be wrong. But hell, I aint have no 1000 dollars; so back to Maaco! I'm thinking anythings better than what I have it now, might as well. Now the whole time that I had the truck in the shop I was online looking at reviews and I'm seeing nothing but complaints on bad paint jobs from Maaco. So I said to myself Maaco is nationwide, they should be good ; the good to bad ratio was like 1:10. Going back to pick up the truck I was so nervous. I'm like man I hope they aint mess it up. I get in the lot and I see the truck in the lot and I walk over.... laddies and gentle men. when I went close up, the fender was brand newwwwwwww! 10000000% peeerrrrrrfect! I had to apologize to Kevin cause I doubted them heavily. Seriously, the fender wasn't off color, the fender didn't even look painted! looked like the truck just came from the factory! long story short Maaco Hollywood Fl. Kevin told me its wrong to put out a bad word about somebodies business and that he would ever say anything about someone elses' shop. What a humble guy(had me feeling like I was at church). Now some maccos might have poor services but not macco in holly wood Florida! Great job guys. Matched the pin stripe and the paint perfectly. If I were to so show you picks or the truck itself you couldn't tell me what got painted. That's what I call professional (as if nothing happened). last time I try to paint lol. ** Maaco Hollywood Fl** #1-
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Maaco should be out of business: Deceptive, and Fraudulent
Posted by Michelle on
My name is [snip] and below is what happened when I took my car in for repair at Maaco, located at 601 South 17th Street in Harrisburg PA.
My original estimate, written during the winter of 2002, included painting the driver side door and door jamb, doing bodywork and painting a patch of area behind the door about the size of my hand or less, and touch up paint on my rear bumper. When I dropped the car off, the paper had become old and wrinkled so the man at the copied it onto another sheet and I again instructed what was to be done.
My significant other, [snip], and I dropped my car off at Maaco, located at 601 South 17th Street in Harrisburg, PA to get my door painted and a small patch of bodywork behind the driver side door. For this, I gave them the paint code that was for my car. It was to be the same paint and quality that was already on my car. I handed them an estimate that was written by Pete back in the first couple months of year 2002. They copied the estimate onto another sheet because it was old and wrinkled. I instructed them again on what needed to be done. I also said that to be added to the list was to install one part inside my car door that I had in my trunk. The part allowed for the power door lock to work because the original part had been cracked. I also told them that there were two parts in the car but that only one was needed and that I had ordered the wrong part initially and I was going to return the unused part. Also, on the original estimate, it included the bodywork to be done behind the driver side door. But, by the time I took it in to Maaco, my boyfriend had performed most of the work behind the driver side door and used some bondo on it. It only needed to be touched up minimally and wet-sanded prior to painting. I also asked them to fix the door because it was not on totally right and was rubbing against the car and said this to the man at the counter while he was re-writing the work order.
Upon picking the car up, I went inside and paid and they then told me where the car was. I went out to the car and one of the staff, Pete, ended up coming out. We were very dissatisfied with the work and had several questions. First at the time was the abundance of paint inside the entire car. He assured us that we could bring it back to get cleaned up because I really needed to have the car at that time. After driving away less than a mile, I returned to the place very angry and trying to hold back my tears. My driver side window was not working properly and my passenger door handle had been snapped off inside. Nobody from the garage told me of the problems they caused. Instead, they relied on my demands for it to be done. The car reeked profusely of paint fumes. I returned and told them of the complaints and they assured everything would be taken care of. I also questioned where my extra car part was. They said that both parts were needed and that it is in the car door. I have not checked that statement to see whether they were telling the truth or not because I would need to take the inside door panel off which I will be going to a garage to have done. So, within the first day of picking my car up, there was paint over my entire dashboard area, a broken door handle, a missing part that, to my knowledge, was not needed and a window that suddenly started not functioning after dropping the car off to them. Nobody from the garage told me that the door handle was broken or about the window or about âneedingâ to install the part that I had mistakingly ordered from a different place nearby my former residence.
They said they needed to order the part and to wait to bring my car in to get cleaned until the passenger side door handle arrived. First, they ordered the wrong part of the door handle. Then, once the part came in, I made my second trip back to Maaco on a Thursday (a man named Lance at Olive Garden covered my shift for me) to get everything taken care of and took off from work to do so. I gave them my work order to review the charges and compare it to what was done. The garage performed no body work on the driver side rear panel. At that point, I was willing to get a partial refund and go elsewhere to have the work done. However, they assured me they could do it right.
They were to remove all overspray throughout the interior and exterior of the car and re-do the patch behind the driver side door that they had only painted over while still charging me to do all of the body work. The only thing extra that I added to the original estimate was to replace a door-lock part and told them of this when originally dropping the car off but they, at this time, said it had not been added to the estimate. There was less bodywork to do and they did not do it until later in this story. So, while dropping the car off the man had not added the labor for installing the one needed doorlock part and I would have paid above the estimate had they explained that to me. However, they failed to do the body work on the car, which was on the estimate. When I picked the car up, they showed it to me in the bay of the garage where it was not lit well and had me pull my car out of the bay and into the street. And, again the work was not done. There still remains overspray all over the dash but not as bad and the body work was not done. And, they did not give me my copy of the work order back. However, they fixed the door handle that they broke and the functioning of the power window.
A few days later, I returned to the garage again and decided to ask them for the stuff they use on the car to remove the overspray. They handed me lacquer thinner and absorbent wipes to use on my dashboard and on the black plastic parts surrounding my dashboard and radio. They also instructed me to wear gloves. However, I never used the lacquer thinner after being instructed to wear gloves and how strong the stuff was for fear that it would ruin my dashboard. The general manager, at a later date, told me that it would have ruined it had I put it on my dashboard.
At this point, I was above and beyond angry and contacted the corporate headquarters via their customer service page on the internet. I explained the entire situation and they contacted the general manager, Wally Carper, at the Maaco I had my car serviced at. Corporate had me contact the general manager and he assured his supervision over my car for everything to get done correctly and told him what the people in his shop had tried to give me to clean my car with. I showed him my car door that was painted and the small area behind it as well as the inside of my car. He was familiar with my situation since he had already spoken to corporate about it. After discussing the situation with him, I decided to give them one final chance to fix my car. I had also told him that a piece of stripping between my door and my window was missing since the time they installed the passenger door handle. We had called Maaco shortly after picking the car up to tell them of the piece of stripping missing and they denied any fault of theirs. We spoke to Pete. After all the problems with this place, I was not about to lose another day of work to get my car fixed for what should have been done on the first trip, and at the most, two trips. Wally contacted his âbuddyâ at Rent-A-Wreck, and reserved a rental car for me on the day my car was to go back to them AGAIN, on 10/22/02. Wally paid cash for the rental and I thought it was rather strange that since, as he stated, he rented cars there so often, he did not have an account there. Looking back on the situation, I think now that Wally got a little kick out of setting me up with a rental car from his âbuddyâ. This is because the rental agency tried to put me into an old beat-up vehicle that smelled raunchy and had 180,000 miles on it. Believe me, Iâd rather have walked than have driven that car. Then, I requested to have another vehicle and offered to pay any difference in rental fees. The man said there was no difference in cost and gave me a Neon, which I agreed to, and Rent-A-Wreck said that it just hadnât been cleaned yet. It looked OK and I was late to work so I took it. When I got in the vehicle, I noticed that the fuse panel was off but thought that they probably just had worked on it. Anyway, later that evening as I tried to drive home from a chiropractor appointment around 7 pm, I quickly realized that the headlights did not work. Thank goodness that my apartment was less than a mile away. I just drove home and told Wally Carper, the general manager, about it the next morning.
When I returned to the local Maaco the next morning, I was again late to work because I had to pick up my car and return the rental. Wally then asked me to look over the car. I did so and stated that there is still paint over the inside of the car. Mr. Carper stated that the areas were textured and could not be cleaned any better. I told him it had better come off. The bodywork behind the door looked OK to me. I asked that they try to clean the car again and pointed out that whatever they were using was taking the finish off my dashboard. I was supposed to have my car but the general manager stated that the part had not come in yet. They were waiting for the stripping. Again, I requested my copy of the work order be returned to me. Mr. Carper said that they had it out and now both copies were lost.
I had to return during my lunch hour and my car was still not cleaned of overspray. However, discoloration of my dashboard was very noticeable at that point. The bodywork behind the driver side door looked fine and they said they had installed the strip that was missing from my previous trip back to them that fits between my passenger side door and window. I was angry but thought that a detailer might be able to remove it. I needed to get back to work since I was on my lunch hour and thought that I would just have to take further action against them or call their corporate offices again. At this point, Wally tried to hand me a bill for approximately $32 to cover the cost of the part. I told him I believed they were again at fault after they just had worked on the same door and replaced the passenger door handle. I refused to pay for the part. He then threw the bill off from the counter in a huff and said that I was trying to get a part for free. Another customer or soon-to-be customer was present as well. I said nothing else and left.
Since then, I contacted the corporate offices again and received a response from Marilyn on November 4, 2002 (the phone number she left me was 610-337-6111) that the general manager, Wally Carper, will not do anything further to remedy my situation. She also instructed me that there was nothing else they could do at this point and that the decision lies with the individual garage.
I have since contacted attorneys and have appointments scheduled for Tuesday November 19, 2002. I also need to have garages spend their time writing up estimates for Maacoâs problems. I already went to one garage that says they cannot put the car back to its original condition and suggested having Maaco purchase my car. Also, even if the garage did do the work, they would not be able to guarantee their work because of what Maaco has already done. I must also go to another garage to get a second estimate as well as shopping for attorneys.
On November 13th, my boyfriend visited the Maaco and was told by the general manager, Wally Carper, that they lost the work order even after he previously stated they had it. However, when I pushed the issues regarding my carâs damages, it suddenly turned out that they âlost itâ. They were supposed to be sending it to me. In addition, the general manager told my boyfriend that he and I were scam artists and that he would ensure that I was put in prison for seven years for insurance fraud if I took any further action. He mentioned that he would call my insurance company as well as the state insurance commission. My boyfriend, Robert Angeli, then asked as to how he would even know who my insurance company is or anything about me if he did not have a copy of the work order. Despite my believing that I did nothing wrong regarding insurance payments, I contacted my agent, briefly told him what happened and asked what Mr. Carper could possibly be talking about. My insurance agent instructed me that I did nothing wrong. The general manager has also changed his tune and has suddenly decided that I wanted my entire car painted with the cheapest job possible. I donât think anyone would believe that I wanted my entire car painted. In addition, if I were to have my entire car painted, I most certainly would not have had it painted white.
In summary, I have been lied to and threatened and my car has been destroyed. My boyfriend and I have received nothing but disrespect from the garage. They painted my entire car without permission and obviously thought that I wouldnât find out about it until itâs too late. Maaco has a total disregard to what they were authorized to do. They were not authorized to paint my car with anything substandard and especially not to paint the ENTIRE vehicle. They kept my receipt and has refused to give me a copy in an attempt to cover up their huge blunder. This has been much more than a mistake in which they got their signals crossed and accidentally painted my car. Even if it were a simple mistake, they have not yet admitted it. Instead, when forced to answer, they lied and said that they did what they were supposed to do. In sum, when I first complained to corporate, Maaco agreed to fix my car and agreed to the problems they caused. They did not dispute that I only had my car door painted. It was not until after I disclosed to them that I knew about my entire car being painted that they changed their tune and said that they were supposed to paint the entire car shoddily.
This can most certainly be considered fraud and the Maaco on 17th street should not be licensed.
On November 17th, I again emailed corporate for written responses to my concerns since they had previously only spoke with me on the telephone. On November 18, 2002, I received a different response from Maacoâs Corporate headquarters stating that they will try to obtain a copy of the work order. Also, they have stated that they forwarded my email to the owner of the shop and that the person I spoke to was only a âshop managerâ. Although, before I was told by corporate customer service that he was the one who made the decision and corporate could do nothing further about it.
I corresponded again with customer relations and was informed that the owner was already aware of the situation and no mention was made of the owner being willing to remedy the situation. They have been lying to me and destroyed my vehicle. Also, they never disclosed to me that they painted the vehicle nor did they provide me with any type of receipt, or work order, that they painted my vehicle. And, without this, they would not even have to guarantee their horrendous job. Quite frankly, as far as I know, it is the law that they provide me with a receipt of service, or detriments in this case, that they have performed. Itâs fraud.
On November 19th, I had a consultation with an attorney. In addition, I received an estimate for $5763.67 and 14 garage days for repair. A standard rental car for this period, including the weekends, has an estimated charge of $623.46 from Enterprise. The estimate I received is from a Brenner body shop located in Harrisburg. I also went to Faulkner Honda Body Works but was told that they would not give me an estimate because they do not perform such large jobs like my car would require. The man from Faulkner Honda then suggested I go to Nickâs Body Shop, also in Harrisburg, who also would not give an estimate because he said he would not feel as if he had the time to repair my car nor did he think that he would even be able to repair it successfully and referred to the paint job from Maaco as a âmessâ.
In addition, I have a copy of an estimate I got from 3-D Auto Body, located in Nicholson PA, that was written on January 29, 2002. The shop still had it on file from January 29, 2002. I may even have the original at my parentâs home. The estimate shows that I wanted my car door painted, not my entire car. This is in addition to the estimate that I received from my insurance company.
It has now been three months since my first visit to Maaco and the paint is peeling and cracking.
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Terrible paint job, poor customer service and useless warranty
Posted by Consumer on
HUMBLE, TEXAS -- In Aug 2008 we took our 2000 Lincoln to the Maaco in Humble, TX, we paid approximately $2000 for their "signature" service with a lifetime warranty, which we were promised if anything happened with the paint it would be repaired under the warranty w/o charge. After about 6 months the paint begin to fade & crack. We took the car back this week and now they want us to back for recondition the entire care and pay 50% for another paint job.
Please don't waste your time dealing with Maaco. It's amazing to me how "friendly and willing" they were to take our money but when we wanted them to repair the shotty work the sales representative was insulting and unwilling to make it right.
I can't believe they would want anyone driving the car around and advertising their workmanship. No integrity at all, just in business to "get over" on people. Karma is a mutha!
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MAACO Stockbridge - Incompetence Running Rampant!
Posted by doug8421 on
STOCKBRIDGE, GEORGIA -- What was supposed to be a 2 week job turned into 2 months +! After hail damage, I scheduled with MAACO to get the repairs done, also fix a couple other items and a full paint job getting it back to dent free with fresh, good quality paint. I selected their $2200 base clear (one step below their best).After walking the whole truck noting every dent and ding from the hail and a couple that were not related to the hail, we scheduled the work. Knowing they would be busy, I scheduled a date 6 weeks out to give them recovery time from the hail storm. I dropped my truck off on the scheduled date and after 2 weeks when calling to inquire about picking it up, they hadn’t even started! Keeping it short, at 4 weeks, I called early Friday morning and was told it should be done that afternoon, it was in the detail shop and that they would call to confirm. I never received a call but drove by just in case after work. The Stockbridge location closes at 5:30.I was there at 5:20 but the lights were out and the doors locked. Calling Saturday morning I was told my truck was still in the paint booth. Confused after being told it should be ready Friday and then being told it was still in the paint booth, I called again Monday morning. I was told that the person answering the phone had my truck confused with another vehicle and it was ready Friday, they just forgot to call. I left work early Monday just to be sure they didn’t lock the doors early on me again. Now here is where it gets worse. On inspection, they had replaced the bumper as requested but painted it primer gray instead of its original metal flake silver. The passenger door was all orange peel and the base coat was so thin on the driver door there were dark patches everywhere. Now the hilarious part, they just painted the 40+ hail dings on the roof and pillars. After a brief discussion, I was told they were going to repaint the truck and bumper. Oh did I mention they took my trailer light adapter off my bumper and were not going to put it back on, much less tell me about it. OK, here we go again, another 2 weeks. Friday pick up again, the inspection revealed they only repainted the driver door and bumper in the 2 weeks. I could have done that on any Saturday morning and still went to the lake in the afternoon. Passenger door still orange peeled, roof and pillar dings still existing, I refused the truck again. Another 2 weeks? You guessed it! Once again 2 weeks go by and back for the inspection. Amazing! They fixed the roof and pillar dings but not the orange peel and leaving the rain rail on the roof sprayed only with base coat. All this time I had not looked real close at the hood they replaced and painted, I guess I was just so disgusted before I got to it.It had the same issues as the driver door, not enough base coat and the black primer was showing through. When denying receipt again, the manager is now getting a bit belligerent with me. I was told she was not going to wet sand orange peel on an $800 paint job or re-spray the hood. And if I wanted to leave it she couldn’t give me another completion date other than it would be a good while. Confusion sets in again, $800 paint job? Getting a bit miffed and to maintain my composure, I decided to leave (without the truck). Monday arrives and I go in to collect my truck only to start whatever legal proceedings I had available. As I arrived and informing the manager I wanted my truck (no I didn’t threaten my intentions), she was apologetic and that she too had confused my truck with another and would take care of the final short comings. Yes you guessed it again, another 2 weeks! Surprisingly, at the end of week one I get a call, the truck is supposedly complete. I picked up my truck on Friday only to find although they had corrected the passenger door, they didn’t touch the hood with the light base coat. 2 months and 5 days riding only my motorcycle, I had to have it back. I will install my bug shield to cover the bleed through, lick my wounds and post this everywhere I can. Oh, and they also ripped the leather loose on my passenger door somehow again without saying a word. My experience - Poor management, Service and Workmanship. Work may be sufficient for a hoopty fender you are looking to sell in the next couple of weeks but if you plan to use your vehicle for a few years, look elsewhere for service.