My 2004 Nissan Maxima was painted burgundy instead of red as it originally was and and two dings were left in the door.
On August 1st I took my 2004 Maxima to Maaco located at 2465 Decker Blvd Columbia, SC 29206. I spoke with ***** about painting my vehicle. I walked the car and asked for the knicks,dings and scratches to be removed and he agreed. On a service ticket was written and I was asked to sign for the work to begin. I was given a quote of $899.20 for a base coat clear coat finish that match my red color. On 8/9/13 I picked my car up and noticed that there where two dings in the door and I was told it was not listed on the work order and would have only cost $50.00 extra to fix at the time of repair. None of this was discussed while I was being sold on a more expensive paint job. I asked how much it was going to cost to fix this issue and was told bluntly by ***** "Too much"! He never gave me a solution except for me to take the car to a dent repair facility and have them remove it. I requested to speak with the owner (*****)and he acted as if he care less and said bluntly it is not on the work order we already gave you a deal. So I paid because they had my car behind the gate with it locked to ensure I would take it. After, I paid and was able to get the car I noticed that the paint did not match at all. Upon opening the door you can see clearly that my car was red and now is burgundy. It's horrible! I called a law office on 8/15/13 and they suggested I file a complaint first and then try and resolve the issue with the company. I also contacted Maaco corporate office on 8/9/13 and was told they could do nothing about it because the owner had already rendered his discision.
I am looking for a full refund as I will need to get my car painted the right color and the remaining dings removed. I am willing to have the car repainted the right color as I did not authorize a color change and have the dings repaired.
Business' Initial Response
The consumer dropped his vehicle off for repair and worked with the estimator to identify the desired repairs. A work order was written to repair scratches on both sides of the vehicle - no other repairs were requested or authorized. The dings in question were not identified by the customer and even now with fresh paint can only be seen from certain angles - they are not readily visible. Clearly stated in the repair order "notice to customer" that the customer signed is the following statement: "Only repairs described on the repair order will be performed. Imperfections such as painted over nicks, chips, and scratches may be visible in the new paint are deemed acceptable unless identified by the customer and authorized for repair. Dents, scratches, peeling paint, dings, etc. that are not detailed in the estimate will remain and are NOT covered under warranty." While disappointed with the dings, the customer stated that he was very satisfied with the paint finish and color when he picked up the vehicle. The customer was informed that a Paintless Dent Repair technician could easily remove the dings and avoid bodywork and repainting.
The Customer paid for the authorized repairs and stated that he was going to call Maaco Customer Service, the BBB, and berate my business on social media.
On or about Thursday 8-15 customer called and said the vehicle was "completely the wrong color". I asked for the customer to bring the vehicle to me look over. On or about Friday 8-15 he brought the vehicle in. There is a slight variation in the color. The variation is so slight that the customer did not notice any difference for several days. Again, as stated in the repair order is: "Maaco is able to match most paint colors but there may be minor variations from the original color. Manufacturers color variations, spray environment (air pressure, temperature, humidity) and condition of existing paint can all cause slight variations in paint color."
Based on the above, I feel that we completed the repair order as authorized.
I advised the customer that I would mix another paint sample to confirm that the paint was mixed correctly for the code on the vehicle. I also advised the customer that if I did repaint the vehicle, that he would need to identify the dings to be repaired and we would charge appropriately based on what he identified.
On Sunday, 8-18 at about 7:30 PM the customer dropped off the vehicle. The customer came in Monday morning 8-19 with the key.
As stated above, the vehicle was repaired as authorized by the customer and he was satisfied with the work, and when he picked it up, was also satisfied with the color. The customer was not satisfied that we did not perform unauthorized work.
As for the color, I advised the customer that I would remix the paint to verify the color put on his vehicle before rendering any decision on a respray.