Complaint Category: Improper or inferior service
Complaint: Had "Best" paint job done on '04 Tundra. Result is that there are dozens of flaws and specks in the paint from front to back and top to bottom. Returned to shop and was told "it's in the disclaimer". They would do nothing to correct the terrible, 3rd rate paint job.
Initial Business Response
When the customer came in for the estimate I told him about the production paint process. When he decided to drop the vehicle off for the repairs. I made him read the disclaimer and sign it if he agrees, which he did. When he picked the vehicle up I had him view the repairs prior to paying me, which he did. When he paid I had him sign a completion certificate that he was satisfied with the repair, which he did. A week later he comes back complaining about the paint. I advised of our prior conversations about what to expect he got mad and left. Now if there are any concerns that were not minor imperfections or excessive dust particles in an area, I would correct them at no charge (see business response online). **
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First, no disclaimer said Macco is so incompetent that they can't even perform the most basic task of properly taping off the trim so that ALL the rubber trim on the fender flares would have paint on them, from one end to the other, and the rubber trim on the bottom of the doors would be only partly painted. Second, no disclaimer, oral or written, said that Macco painters were so incompetent that they couldn't properly paint a vehicle without dozens of flaws. Every body panal has defects. Third, no disclaimer said I should expect that Macco couldn't perform their service in a competent, professional manner, especially since I was talked into their "best" paint job. It looks like something done by a failing first year high school shop student. Fourth, this "paint Job" is supposed to carry a five year warranty. So much for that if they wouldn't even offer to correct this bush league effort. You bet I was mad when, before I could even get "**" to walk around the truck to scan some of the defects. The first words out of his mouth were that there was nothing he would do because of the "disclaimer". Yes, sir, I was mad. The response above indicates a willingness to correct defects. That is an outright lie. I ended the conversation when I said, "so you won't do anything?" and his one word answer was "No". I walked off at that point. He never offered any resolution. I am contacting Visa to reverse the charges and will probably file suit in small claims court. Sleazy operations like this can't be ignored.
Complaint Resolution: BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.