ComplaintsforMaaco

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Estimate#: 102786-1 Estimator: ******************* In Date: 10/31/22 Out Date: 11/23/22 Returned In Date: 12/5/22 Out Date: 12/8/22 Price Paid: $3,650.00 Work to be done: cut and weld rust areas on body of vehicle and repaint entire vehicle. When vehicle was originally returned, **** screws, clips etc were laying around the vehicle that were never put back. Paint stains were in the interior along with debris from the repairs. Parts were also missing from the vehicle along with several areas of the car that was not painted. Retuned vehicle to have issues resolved. When returned for the second time, areas of the vehicle were still not painted and needed additional coats, the interior was not fully cleaned and still had minor debris from the earlier repairs, the bumper was not installed correctly with gaps now between the bumper and the body of the vehicle; paint had to be scrapped off the windows and removed from the tires.I paid additional to have the car taken apart to avoid paint overspray and paint was still on moldings and trim panels as well as the door jambs not being completely painted. Overall, the craftsmanship is poor and the quality of work does not reflect the charges. I do not wish to have the business touch my vehicle any further and would like a negotiated/fair amount refunded for the purchase.

  Business response

  01/23/2023

  Hi *******, please see the attached documents and let me know if you have any questions.  I have attached the itemized repair order to this email.  We (Maaco) removed/installed only the headlamps, taillamps, grille, belt moldings (below door glasses), handles, mirrors and trim panels.  The charges for removing/installing these items were for $500 per agreed signed attached invoice.  Maaco does not remove glasses/windshields/doors and other fixed areas.  We only remove/install the marked areas.  The non-removed items would be masked off before refinishing the vehicle.  Maaco informed the customer that we do not provide show quality paint and cannot guarantee overspray not to be on rims per signed invoice, second page- RO ticket number 2093.  We checked with sparkling image for the price of interior and exterior detailing and they charge $175.  As a courtesy, If ****************** decides to take it to a detailing shop of his choice, Maaco will reimburse him $300 for detailing.   ********************** chose the basic enamel paint service to paint his car, which comes with a one year warranty.  That is our starting/lower end paint service.  We have higher paint services which are more expensive and explained on page two of the attached RO and are also priced which would be additional to his total ticket.   The $3650 charge is itemized per attached RO which includes removing/installing the marked items, bodywork repairs marked around the vehicle with the customer and refinishing as itemized.  Please let me know if there is anything else you may need.

  Thank you,
  

  *************;****** (Manager)
  

  Maaco Collision Repair & Auto Painting

  5880 **************** ************, ** 46220

  **************

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  After reviewing the response, I have no issues regarding what was agreed upon as far as services were concerned. Before signing for the work to be completed, I inquired further about what was covered and what was not and I was assured that my concerns wouldn't be an issue in moving forward in the process. 
  

  it is my interpretation that the company is suggesting if I wanted better quality craftsmanship, then I should have paid additional for it, which I don't believe to be reasonable. I paid an additional $500 for parts to be removed that do not seem to have been removed, otherwise there wouldn't be paint on them. As I recently attached, there are still several areas that are not completely painted (after two visits back to the shop) along with a variety of pieces that were removed and never put back. 

  I am willing to take responsibility for signing, acknowledging work would not be "showroom" and I am ok with that. The quality of work was poor, nonetheless, and I don't believe reimbursing for a detailing is not sufficient as that does not fix the issues regarding the PAINT job. I do not intend on returning to the business, not out of hate, but professional quality work which was not provided to me for the $3,650 I spent. 

  
  Regards,

  
  *******************************

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩