Maaco Complaint - Do Not Use Maaco In Plano, TX
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.