ComplaintsforMaaco Collision Repair & Auto Painting

• Initial Complaint

  08/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Their faulty repair and installation caused pieces to fall off of my car while driving on a highway, resulting in damage to other parts and pieces that were not previously damaged. They also broke a piece during installation. They added parts to my bill that I didn't request or need, without first getting my approval or even informing me. Their parking lot has an ant/insect problem which resulted in an infestation inside of my car and has been a problem since 8/4/2021 to the date of this statement, the date I picked up my car from their shop was 8/4/2021. They don't want to take any responsibility whatsoever for my claims against them.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/03) */ September 2, 2021 Subject: Maaco Repair Order****** To whom this may concern; We are writing in response to the communication we received regarding Repair Order****** dated July 27, 2021. We regret that the customer is less than satisfied with the service he has received from our store. We have been in communication with this customer and have been responsive to his requests. As per our latest communication with the customer on Friday, August 27th, 2021, an appointment was set to evaluate the vehicle and said claim for Monday, August 30th. The customer did not bring his car for review, instead we received communication from The Better Business Bureau. The customer is referring to the splash shields in his communication to the BBB. The splash shields were not a part of the initial Repair Order, but were found to be necessary to complete the repair. We understand that the customer states that he did not approve for these parts to be added to the repair order. The estimator who was working with the customer states that the customer did verbally approve the splash shields. The splash shields were added to the repair order for an additional $ 206.00. The Repair Order increased from the original $ 844.46 to $1034.88, however Maaco discounted the ticket down to $ 910.25 as a part of goodwill. The customer paid $ 65.79 more than the original order, for $ 206.00 in parts, and labor to install the parts was provided free of charge. Maaco feels that this was a good offer to the customer. At the time of delivery and payment, the customer did not demonstrate concern or to have a complaint about the final amount that he was charged. The customer paid without any complaint about the two parts and took the vehicle. Since delivery of the car, the customer came back to Maaco to inform Maaco that the splash shields that had been installed had come of the vehicle and showed us a piece of the part. He requested new ones in replacement of the ones that had come off. We regret that the splash shields had come off, as splash shields are attached in such a way with the front bumper, that these pieces generally require impact or manipulation to fall off. At the time of delivery on August 4th, the customer had outed a concern over a missing bottom tab between the fenderliner and bumper. During his inspection, the customer had been pulling and tugging on the front bumper. The bumper was installed to the best of its ability. When the car arrived at Maaco, an incorrect prior repair was noted; the fender to which the fenderliner and bumper attach should have been replaced during the previous repair. The fender and the hood were poorly repaired nor aligned. The bumper bracket should have been replaced. Also there was evidence of existing damage to the fender liner. The previous repairs that were identified on the car, caused for the new parts installed by Maaco not to align and snap into place as they are designed to do. Maaco has installed the bumper to best of its ability, however with a malfunctioning bumper bracket, and unaligned adjacent parts, a perfect repair is nearly impossible. After the customer pulling and tugging on the bumper during his inspection, the vehicle was checked inside the body shop again to make sure that all the parts were properly secured, while installing the tab between the fenderliner and the bumper. When the car left, Maaco was confident of secure installation of all parts. New splash shields had been ordered for the customer and Maaco offered to install these pieces on August 12th. The customer did not permit for Maaco to install the pieces and instead opted to take the pieces without installation. Maaco insisted to install the pieces to ensure all pieces would be installed correctly to prevent future damage. The estimator requested the approval by management to let the replacement pieces go without installation and further inspection of the vehicle. While the estimator was requesting for approval from management and documenting the case at hand, we assume that the customer called Maaco Customer Service to file a complaint and requested compensation. The customer signed the Repair Order that he would take the replacement splash shields without installation and further inspection of the vehicle by Maaco. The customer never spoke of any ants or broken chrome pieces while at Maaco on August 12th. The customer took his pieces and left the building without any protest. As he left the property, Maaco received an email about the content of the call he made to Maaco Customer Service, stating his concern about ants and a broken chrome piece. The customer called Maaco Customer Service again on August 26th, 2021 of which we were notified later that day. Maaco reached out to the customer on August 27th and an appointment for Monday August 30th was set. During this time, the customer mentioned the ants for the first time. Maaco invited the customer to come and let us review the vehicle. The customer did not come. Maaco has kept the line of communication open and has been forthcoming with the initial discount, as well as the willingness to replace and install the new splash shields. The customer signed that he would take the vehicle as is on August 12th. At this time Maaco cannot offer any more to the customer than an additional $ 65.79 refund. At that time the customer will have been compensated a full 100% for the splash shields, free installation labor, and he will have received a full replacement with new splash shields. The refund is no admission of fault, liability or a bad repair. This is done as goodwill towards our customer. Going forward the customer has declined any further service and warranty on his vehicle. We trust that we our response is sufficient and we look forward to closing out this complaint. Sincerely, Maaco - South Orange Blossom Trail

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