Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was involved in a hit and run I could find no other shops that had immediate availability except for Maaco in **************** My car was taken in and after 3 months I finally got it returned after having several issues with the company and parts and receiving the run around. Before the accident I had no problems with the car, I got it back and my check engine light keeps coming on, my anti lock break system is malfunctioning, my fronted bumper wasnt properly installed as theres large gaps between it and the hood and front passenger quarter panel, one of the parking sensors on the front bumper wasnt even out on right it jus fell off and is dangling, my front bumper wasnt out on right and theres half the screws missing thats werent put on, they charged us for a TPMS and my car is alerting me that its not working, the car arrived to them with a key fob and they claim they gave it back but didnt and now say they dont have it, im gettin an alert from my o star to my email saying there is a issue with the engine and transmission system, there is a rubber piece behind my bumper that is tore and was sticking out as well, my car stalled out in the middle of driving, my car doesnt drive the same nor sound the same, theres screws missing from other parts of the car that they took off and didnt put on properly like one without the nut on the back, theres a scratch on my car that wasnt there before the accident, they have attempted to to and attach a used bumper and drill and rig my parking sensors to the bumper instead of getting a new one with was only $20 more, because the parking sensors need brackets to sit on and you cant get that with a used bumper, they claim in paper work they spoke to me about a tired and yet they never talked to me or called me at all Ive always been the one to have to call them, I had 2 different employees tell me two different stories about my bumper and when they actually got it and started to work on it, one lied to me.

  Business Response

  Date: 09/13/2022

  ****************** had his vehicle towed into our shop on 5/27/22 and it was going through his insurance. The vehicle was severely damaged and needed a lot of work done. I attached a picture of the vehicle the day it was dropped off. Because ****************** was going through insurance, we cannot start repairs until his insurance company approves the initial damage. Once we get approval, we begin the repairs and the tear down of the vehicle to see what additional damages there are since you can only see so much with all the vehicles panels attached. We then have to take pictures and do a supplement with the insurance company to let them know what other repairs are needed. We then have to wait again for their insurance approvals. One all approvals are given, we order parts and go from there. Due to supply chain issues, shortages, a global pandemic, and the insurance company requiring us to order specific parts from specific dealers, the parts took longer than expected to arrive. There were over 50 parts we needed from the start, with multiple vendors we had to order from; some parts were back dated for weeks. The last part came on 7/21 

   

  During the weeks the vehicle was in the repair shop, ******* would reach out and ask for updates which would express what parts we were waiting on and and what we think the day of completion would be. After 30 days when the vehicle has been dropped off at a repair facility, the insurance company stops paying for the customer's rental. After the 30 day ***** ****************** and his wife expressed that they need their car back asap so they can get back and forth to work, school, etc; which is understandable, and we expressed that we are doing everything in our power to get it done as fast as possible but we were still missing parts. After 60 days of ********************** vehicle being in the shop, ****************** or his wife would call in and be irate, even threatening the owner of the shop with violence and kept demanding the car to be done. We contacted their insurance company and kept them in the loop especially after ********************** threat. The last part arrived on July 21. The following week after receiving the last part, we put the vehicle back together but things were still not 100%. We scanned the car and there were error codes that were popping up. The vehicle still needed repairs. We expressed this to ****************** and his wife and they began to become irate over the phone again with more threats. At this point they demanded their vehicle back and after informing their insurance company about the situation, we released their vehicle to ****************** and his wife on 8/5. On 8/17, ****************** called into the shop and started screaming at one of the estimators here explaining the car isn't right. We told ****************** he was barred from our shop for our safety but his wife could drop off the vehicle whenever she was available. ******************* dropped the vehicle off here at 8/26 to finish the repairs. We were able to finish the repairs, complete the diagnostics, and addressed all their concerns the following week. The vehicle was given back to ****************** on 9/6. We have not heard from ****************** or his wife since he picked up his vehicle on 9/6. 

   

  Here at Maaco ************, we try to strive to have a fast turnaround time but without jeopardizing our integrity or quality of the shop. I personally believe if ********************** insurance company offered an extended rental, there would be no complaints. Parts and other things that *** delay the repair time are out of our control at the shop and it is unfortunate most customers, including ******************, where their insurance can't help after the 30 day rental has ended.