Maaco Complaint - Where's my Key?!
CINCINNATI, OHIO -- My car was hit on the left quarter pound. I had Maaco fix it because they gave me a good estimate. Initially the owner, Hank, told me that the work would take 4-5 days. On the 5th day I called to see how things were going. I left a message. No return call. I called again the next day and left a message with a young lady. No return call. I called again the following day and by some miracle I got Hank. He thought I was someone else and he got a bit testy with me. When he figured out who I was, he calmed down and said my car would be ready that day, which was Thursday and they would call me. I received no phone call that day. Friday afternoon I called again and got the young lady again. She said it was ready for pick-up. I went to get my car on Saturday. Come to find out they had to order a key to my car because the guy who was working on my car left for an "emergency" and had my key in his pocket! He was out-of-town, they said. Maaco made a key based on my VIN number. They key sticks and does not work well. The owner, Hank, was working with another customer and he turned around and said to me "the key works Mam, there is no problem. I could have just let your car sit until he came back, but I spend $100 on a key so that we could fix your car." Oh yes, there is a problem. Someone who I don't know has my key in his pocket.
When I asked Hank when would this employee be back he said "Mam, I don't know. Sometimes my employees need a vacation or have any emergency and I have no control over it." Hank did not know when the guy was coming nor when I would get my key. I was so angry and needless to say I made a scene in the customer intake area. I could not believe that they did not ask me if I had a spare (which I do) and that Hank was so unconcerned and sarcastic. He never explained to me what happened, why it happened and he was not concerned about my key being in someone's pocket. That person could steal my car if they wanted to. This was very unsettling to me and the service I got from Hank was horrible. He acted as if he was just tolerating me and wanted me to leave as soon as possible. I am going to report him and his actions to corporate headquarters. And, I will be contacting Maaco tomorrow to ask about my key.
If my car gets stolen, I will sue the pants off of them! I have a lawyer, I have Pre-paid Legal,Inc.