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 F-150.
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 specks 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.
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. **, 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 **'s words. ** 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 **. ** 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 6 pm and found a message from ** 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 ** 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. ** 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. ** 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 co-worker of mine was there getting an estimate on a paint job - definitely have to talk to him Monday morning... ** got to us at 10 (after taking my co-worker to the back to show him finished jobs). He told us they were getting the door untaped from the touch-up 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 co-worker.
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). **, 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 ** 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 ** 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 ** 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 ** 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.
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 misled 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. **, 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 ** 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 5:30 pm. 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, **, 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 ** 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 ** 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 11:17 am to tell us that the car was ready. I still had not heard from ** 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 11:45 am, I still had not heard from ** 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 ** 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 ** call me ASAP!
On the way to the shop, ** called me from his cell 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 ** 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 cell phone that ** 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 ** to call me ASAP to discuss and talk about the payment issue. I never heard from him. It was completely obvious that ** 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.
PEABODY, MASSACHUSETTS -- What occurred is this: Maaco store #1682, Peabody, Massachusetts offers three or four levels of paint job, with various names like (to the best of my recollection): Emperor, Presidential, Supreme, Ambassador. I ordered the Ambassador, which is the least expensive, but which is in fact an offered paint job. I understood that it was to be only one layer of paint, without extra protective coatings added. They explain the Ambassador as an all-in-one single coat paint job which has paint and some protective portion mixed in.
I had a subcontractor working for me who was going to be adding extra layers of "clear coat", so I did not need or want the more expensive levels which would be doing just that. My subcontractor detail person had done the body work and I wasn't holding Maaco store #1682, Peabody, Massachusetts in any way responsible for any of the under-layers or bodywork, I just wanted to have the car painted. My guy had prepped the car, and Maaco store #1682, Peabody, Massachusetts did whatever minor work they had to do in order to paint it.
This we endeavored to do October 5, 2007. In fact the car was painted my desired color silver. There are problems with the paint job however. There is a distinct "mottling" appearance (basically you can see the air-brush's strokes, like tiger stripes) at various parts of the car in particular at the trunk, but seen at certain places along the sides. There are bunchings-up of the paint at area spots on the car. These appear like "milk mustaches", for instance along the vertical edges of the doors.
Their detail work was very poor: they let paint spray into the well under the front hood, near the windshield wipers. Paint sprayed onto other parts that aren't supposed to be painted. They painted the windshield-spray-nozzles. There were paint drippings along the wide horizontal silver logo at the back of the trunk.
Maaco store #1682, Peabody, Massachusetts' behavior thereafter was reprehensible. My detail man brought the car back on the first available business day of the very next week, October 11, 2007. He was treated in for a paint you a a brutal fashion: the manager was staying in his office, and refused to come out and look at the car. He said through a worker to bring the car back in two weeks to look at it. This store is some 15 miles from my office and it is a bit of a burden to have to bring it in the first place.
My detail man called me up on his cell phone to tell me the situation that car could not be looked at. I spoke with the store's manager, and I have never, seriously, had any business person scream and yell at me on the telephone such as he did that day. He said that I was a "cheap (**)!", and he said he couldn't "believe a doctor would ever order such a cheap paint job". I pointed out that it was one that he and Maaco offered. If it is such a bad paint job choice, then perhaps they shouldn't offer it in the first place.
He said he had a bad knee and didn't want to get up out of his chair to go look at the car. I recommended that he send his best assistant to look at the car and make an assessment, given that we had spent the time, half hour - 45 minutes to drive it up there through traffic. He started saying how he hates (all) doctors, and doctors don't deserve to be treated well themselves (I couldn't figure out what he was talking about, I had never had any dealings with him previously).
He cursed, grumbled, hung up the phone on me saying that he himself would look at it. I didn't hear back from him that day, but my detail man says that he came storming out of the office cursing and ranting and physically pushed him to the side, causing him to stumble. The store's manager repeatedly cursed at "that cheap ** doctor".
The store's manager (despite his supposed "bad knee"), then got down (literally) on his own hands and knees and in theatrical fashion "begged" my detail man, "Please let me give that "cheap ** doctor" a free paint job". He then was bowing and trying (theatrically) to kiss my guy's feet. My detail man was laughed at by workers working on the street nearby, and felt humiliated. The store's manager then told my guy to "right now get out of here".
The situation was ludicrous!!! My detail man called the local police afterwards and was shaken up physically and emotionally. He refuses to go back there and deal with the store's manager. Separately he has dealt with an assistant **, from whom he bought touch up paint at separate price, some $40 or so. Additionally this touch up paint is not the color on the car.
My detail man's assessment is that likely when they did the "Ambassador" paint job, they significantly watered down the paint, thus the touch up paint is so much darker. This has caused additional problems because we have tried to fix some of the "bubbles" (of their poor paint job). These now looks like blemishes, given the different color of the touch up paint.
I called the national Maaco office and dealt with somebody in their service/customer relations department: **. We have had more than a half dozen telephone calls back and forth to try to mediate the situation. Ultimately we have not gotten very far. The store's manager made some excuses about his mother's having been in the hospital, as his reason for hating doctors. He says that he will repaint (only) the trunk. This is not adequate. I have already spent money to clear-coat the car (hoping to see some improvement in the mottled color effect, and to protect the paint job such as I have) and would have to do that all over again (at considerable expense).
There are problems at various parts of the car and the whole car needs to be repainted. I don't feel comfortable going back to his store and Maaco is not able to transfer any possible credit I might have at his store anywhere else. They refuse to go any further with this case. I think that the money I spent here should be rescinded, come back to me, so that I can put it towards a decent paying job somewhere else. I think also Maaco shouldn't intimate that the Ambassador is in fact a paint job; conversely they could name it something less important-sounding and more realistic such as the "blind man's special" (no offense to blind people of course).
I think that I have done due diligence here, trying to work through Maaco's own channels, and have taken far more abuse and disrespect than any man deserves, let alone somebody who innocently just wanted to have a simple paint job. Same goes for my detail man. I would like to close out this bad chapter and have my money refunded. I don't think that his behavior which borders on the criminal should be justified by a payment via Bank of America. I can't, honestly, think of a less professional individual than the store's manager, and less professional actions than he brought about.
TAMPA -- Macco on Anderson Rd Tampa. I have a 1999 Toyota Camry that had front end damage and severely worn paint. They gave me an estimate which was below what I expected it to be. They were extremely respectful and courteous and communicative. I was told it would 5 days to complete the work. On day 5 the manager called said he was not 100% pleased with how the hood turned out and asked if he could have 1 more day to have it redone. I agreed.
When I picked it up it, I was thrilled with the high quality of the work, it looked factory original. This is now months later and every time I look at my car I am so happy with the results they gave me. I would highly recommend to family and friends. Could not be happier.
TACOMA, WASHINGTON -- I took 2 cars in to be painted. One an older car, the other a relatively newer car that was in good shape except for some damage to the right fender. I was extremely pleased with the whole experience on both cars. They came in at the estimate that they gave. They did a good job. They were very caring and concerned to make certain that the cars left with the highest resale value possible. I am not selling the cars, but it was great to know that they were concerned with this aspect. If I ever need to have another car painted or if I know someone that needs their car painted I would definitely refer them to the MAACO in Tacoma.
FT WORTH, TEXAS -- I took my car in and was greeted by Justin. I explained to him that I wanted the best paint job they had with a warranty. I paid for the premium job and was told it would take 4 days. I rented a car and then was told my car still was not finished. I went back after a week, and instantly saw bubbles in my paint.
They had promised to completely strip my car but it was very obvious they hadn't. I could see where my original paint had peeled. I had stripes painted on (Mustang) and they were uneven! When I opened my trunk they had not even bothered to paint my bumper. I had asked for decals to be ordered and applied and Justin told me they were discontinued.
After a 30 second (no exaggeration) Internet search I found and ordered them. Justin promised it would all be fixed and shook his head when we showed him the bumper. He said it would be fixed if I could bring it back and it would take 3 days. It took over a week with a new excuse every single day finally went to pick it up and the first thing I did was open the trunk and guess what? They still had not painted the bumper.
I paid for their most expensive paint job and this is what I get? RUN do not go to this, or any, Maaco. Their reputation is awful and now I know why. If you go to this Maaco especially, after reading this review you get what you deserve.
CLACKAMAS, OREGON -- Went to have 1990 Eagle Talon repainted. Paid for sand out, minor ding removal, paint and CLEAR COAT. The sale price jumped to over $800. Included in that price was over $250 for clear coat. First they sanded over the tail lights so they are all scratched. Upon picking up the car the Shop owner cautioned us not to take it through car wash because some part might come off. Truth was if we had taken it through car wash we would have quickly realized there was no clear coat.
The result is that we now have a faded oxidized paint job and the car looks nearly as bad as it did before the paint job. Don't trust this place. Besides the owner tried to hit on both my sister and I. Paid in cash but he had no change so we had to buy additional products instead - car soap, microfiber cloths. $800 plus for a paint job that lasted 18 months. RIP OFF, DISHONEST.
RICHMOND, CALIFORNIA -- I brought my 1999 BMW 528i in for a minor hood repair, bumper replacement and paint on a Monday. "You will have it back by Friday" was the promise. Two and a half weeks later I finally got the car back, with many new repairs to do on my own.
When they removed the bumper they literally tore the license plate holder from bumper then told me the clips had always been broken. Not! When they repaired the hood, once again they tore the grill out breaking all the clips and once again I was told it was always like that. Not! When I reached down to adjust the seat they no longer worked. The plastic molding that holds the buttons had been torn from the seat disconnecting the plug. Once again I was told it was always like that. Wrong!
On the Sunday before I brought the car in the seat control stopped working, common in this car, I removed the screw and snap in button, reconnected the plug and put it back together. It was in one piece!! I have found 5 screws and buttons lying on the floor and am still trying to find where they came from. I guess their motto is "if you don't know how to remove it, rip it out. If you have left over parts leave them on the floor." And last of all, "Denial is the only answer."
WACO, TEXAS -- I went for a quote for my BMW M3 to Maaco at the Waco TX location. The manager quoted me and for the whole job $900.00 to take out the front bumper and paint it. Since the price was very steep for what I needed we agreed I would bring him the bumper out of the car so it would be cheaper and get a new quote. So I took out the bumper and brought it to the manager.
He was very rude and told me I was wasting his time. He would do me the quote but it was worthless. He quoted me $800.00. By the way, the bumper had no tears and was not broken, just needed to be repainted (polyurethane) but $800.00 for paint only on an unbroken bumper that is ridiculous. He is rude and not helping attitude was unacceptable.
I have been a Maaco customer for years at Fayetteville NC, and Killeen TX and always had excellent reviews and very pleased. My last paint job I had was at Killeen TX where I had my black BMW M3 change color to an Inca Orange. It turn out so great that before I took the car the employees there took pictures. Everywhere I go I get great compliments of the paint job done at Killeen. People even ask me if they can take pictures of my car since it looks awesome. But this place at Waco is the worse. I hope the corporate offices read this note. It is unfortunate that a company with such reputation has one of their franchises giving such bad service.