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:01/17/2025

  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.

  I have 2011 Chev and I took it into the shop on Jan ******. I was promise to have my truck back by January 7 or 8. I didn&#**;t get my truck back until January 14, 2024. While in the shop they damage the front dash board. I want them to repair my front dash board as it was damage by the staff at the body shop. I want my dash board repair as I reported this damage one hour after I pick up the truck.

  Customer Answer

  Date: 01/22/2025

  l  contacted  a manager at the other shop who could make decisions.  they denied everything.  then turned around and fixed my  washer  /wiper on driver  side.  that wasn't install properly. 

  Business Response

  Date: 01/23/2025

   

  The only work we performed was to repair and paint the roof.  No work was done inside the vehicle and we didn't touch the customer's dash.

  It's a shame that this customer is making a fraudulent claim as we only charged the customer 50% of our cost to do the work.

  Customer Answer

  Date: 01/24/2025

  Complaint: 22825318
  
  I have reviewed the business' response and am rejecting it because: there  hasn't been any fraudulent on my part.  but there is fraud on the maaco  ****.
  
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/27/2025

   

  Again, we did not touch the customers dash or do any work that would have affected the dash.

   

  Best Regards,

  *******

  Customer Answer

  Date: 01/28/2025

  I have a appointment with Ozark Chevrolet in Ozark Mo.  with the auto body on thu 1-30-2025 with a Chevrolet expert.  Estimate will be written at that point. 

  Thanks ***** Parsel 

  Customer Answer

  Date: 02/05/2025

  I hadn't noticed it but my friend see the top windshield weather seal was missing .
  I couldn't say where or when it blew off. 
  I just hate to have another issue.  
  
  to up date you: I purchased a carbon fiber dash.  I just received it today.  so ill need to find out if it's a cover or a replacement
  
  its price was 
  $175.+- (bought online) 
  
  i need the  weather to cooperate , expecting rain poss. snow if this doesn't work out,  
  then Chevrolet part ***** for *****. for the 2 piece.  thanks for your time and your effort with this case. 
  thanks very much.
  ***** ******

  I took a pic of the trim that wasn't there.
  but should have been .

• Initial Complaint

  Date:07/05/2024

  Type:Product 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.

  All I want is to reimbursed for the amount of $1000.00. I feel this was a extra charge for $1000;.oo defective workmanship.

  Business Response

  Date: 07/05/2024

  The work was completed as agreed upon with the compliantant and is documented in the repair order.  This is simply blackmail and harassment that has to stop.

  Business Response

  Date: 07/11/2024

  For avoidance of doubt, the repair the customer is referring to was declined by the customer at the time of the initial estimate.  After the repairs were done and the customer picked up the vehicle and was satisfied.  Later, he came back and wanted additional work done.  Again, we estimated the cost, did the work, the customer paid for the work and picked up his vehicle and was satisfied.  Now, the customer is blackmailing us for a $1,000 rebate?

  Customer Answer

  Date: 07/16/2024

  Complaint: 21945096
  
  I am rejecting this response because:
  

  In response to Maaco's comment about the work being "agreed upon and documented for the "repair order," I never agreed nor signed any document agreeing to the repair of the defective workmanship.

  I paid in full for the complete paint job.  After receiving the truck from the shop after the complete paint job.  I found a small defect in their workmanship.  I showed them the small paint bubble that was cracked at the bottom, and I knew it would chip off and start to cause rust in the future.  I asked them to correct the small defect in the workmanship and they agreed to do the work.  I did not agree to pay any additional amount to have them repair the poor quality of work after having the entire truck painted.

  Also, as a consumer, I do not deserve to be treated the way I was treated.  As a 71 year old man, I was in fear of physical assault when the manager **** became maniacal towards me after asking for him to refund my $1,000.00 for the repair of the defective workmanship.
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/16/2024

  We did the work we were authorized to do and that the customer paid for.  It's interesting that the customer was overjoyed with our work when he picked up the truck but now is trying to force me to give him $1,000 for no good reason.  This is harassment and defamation and I will be filing civil charges.

• Initial Complaint

  Date:06/10/2024

  Type:Product 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.

  I came here to see **** for a refund due to another location messing up on my vehicle and I was cussed out by **** and told to leave the premises. There was a small blister on my vehicle that needed to be repaired but they charged me $1,000 for parts. I explained what happened and he offered $500 and when I refused and asked for my $1,000 back he started cussing me out and I left without my refund.

  Business Response

  Date: 06/10/2024

  All of the work we did was done per what the customer paid for.  The customer called me several days after the delivery and asked me to provide him with a partial refund - just because.  He came in this morning and I offered him $500 take it or leave it and he refused by countering with $1,000.  When I refused he got mad and threatened me with a lawsuit.  To be clear - we quoted this customer upfront and at delivery he paid exactly what he agreed to.  I was going to give him $500 back because I am a nice guy.  That opportunity is now off the table.

  If the customer continues to disparage me then he will be opening himself to possible lawsuit for defamation.

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Between July 3, 2023, and September 21, 2023, **** the owner (I don't know his last name) and ***** ****** made many promises and broke many promises regarding the painting and repair of my 1995 Chevy Silvarado truck. In my last conversation with **** he cursed at me, lied, and threatened me physically to shut me up! But when I persisted, he also promised to replace the passenger side and driver side door trim on my truck after fixing and painting a dent on the passenger side door. Nevertheless, later, when I picked up the truck the trim hadn't been replaced on either door. In fact, one door trim was thrown on the passenger side floor.

  Business Response

  Date: 09/28/2023

  The statements in the complainants compliant are categorically false.  Everything that the customer paid for and more repairs that he didn't pay for where done to his truck.  After we successfully delivered the vehicle, the complainant came back and demanded more repairs to his vehicle that he didn't pay for.  Those additional repairs were performed at an additional cost of approximately $2,500 to us - note that this is our labor and materials at our cost with no mark up.  If the complainant wants to pursue, then he owes us $2,500 which we would be willing to forgive if there are no more lies from him.  In the one time that I remember meeting the complainant he threatened me to the point where I was in fear of my safety and I simply told him to leave so that I wouldn't have to involve law enforcement.   Somehow, he has changed his story and I have several employees who can testify to that.

  Customer Answer

  Date: 09/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  MAACO did not spend and forgive additional $2500 repairing my truck.  And the owner was the one making threats.  For the full timeline of my dealings with MAACO please review the attached document.  I want them to finish the job that I paid for.  Please see the pictures that I sent with my original complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 09/29/2023

  Please note that everything the customer contracted us to do was done and then some.  The customer caused a public disturbance in our shop lobby when he came in a week or so back.  The only thing I did was ask him to leave after he became abusive with foul language and moving toward me in threatening manner.  Although I asked him to leave multiple times he refused and held me hostage behind my desk in the lobby.  Otherwise, I stand by my original response.

  Customer Answer

  Date: 10/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  I am a *********** **********r with a bad neck, a bad back, and arthritic knees so the assertion that I could terrorize **** to the point that he would cower behind his desk--in the presence of his two male employees--is laughable!  Additionally, **** claims that he forgave $2,500 of additional work on my truck.  Please note that I would welcome any BBB inspector to examine my truck for any sign of this fictional work.  All I want form **** is for him to keep the promise he made to me after apologizing for screaming obscenities at me.  Namely, that he would replace the trim on the passenger side door and the driver's side door.  That's it!  This distasteful situation could have been avoided if **** would have kept his word like a gentleman and good businessman.  Please note that if this situation is not settled to my satisfaction that I will not hesitate to proceed to my next legal option.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We have also alerted the Attorney General who is working on this complaint. We took my husband's Ford F-150 in for repairs from a hit-and-run rear end accident. Maaco was given the check from ***** ****, our $500 deductible and one supplemental check totaling appx $4,700.00. They did repairs to the truck without straightening the bent frame. The repairs have to be redone due to very poor workmanship and because you can't fix anything until the frame is straightened out. ***** **** won't pay twice for the same repairs so now we have to pay to have those repairs redone after someone else straightens out the frame. They messed up the passenger side panel to the point it will have to be replaced. They left raw unpainted metal on the driver's side. The Ford logo which holds the backup camera is unsecured on the tailgate. The pulled up a panel inside the tailgate and did not put it back down. The bumper is on crooked and may be the wrong size. The owner denies the work looks bad and verbally attacked my husband and kicked him off the property, accused us of fraud and stealing an insurance check which was electronically deposited to HIS account and called my husband's employer (***** ****) and threatened to pull business if he wasn't fired. Again, the Attorney General has assigned the case to someone but we need our full amount of money back plus more to pay for the side panel replacement so we can proceed to get the frame straightened. My husband was traumatized by the verbal attack and threats against his employment. Our truck has been severally devalued by the work done by Maaco at this point.

  Business Response

  Date: 05/02/2023

   

  When **** ***** brought the vehicle in he indicated that he wanted to use his insurance and he provided us with a Claim Number.  Unfortunately, the Claim Number that Mr. ***** provided was bogus.  The frame damage could not be seen until we did a tear down on the vehicle (this is normal).
  
  As a result we needed to file paperwork with the insurance company to receive a Supplement with approval to do the additional work from the insurance company so that we would be paid for the additional work.  In addition, there was other additional work that we performed that the insurance would have paid us for if Mr. ***** had simply given us the correct claim number - note that Mr. ***** still owes us an additional $633.36 for this work.
  
  Since we did not have a valid claim number we could not move forward with the frame repair until we had the correct claim number as well as approval from the insurance company to do the work.  So, we called Mr. *****, making him aware of this and requesting a valid claim number.  His response was basically to slow roll us by saying that the claim number was valid. Finally, after several weeks, Mr. ***** called back with a different claim number.  We immediately called the insurance company and were informed that the second claim number was  not valid either.  At that point, we called Mr. ***** again and he continued to avoid us and our phone calls until he came to pick up his vehicle.
  
  
  So, we ended up completing the repairs to the estimate that Mr. ***** agreed to when he brought the vehicle in for repairs plus the $633.36 for the additional work. When Mr. ***** came to pick up the vehicle. We politely asked Mr. ***** to provide an accurate claim number so that we could do the frame repair work and file a supplement for the $633.36 that was due before the vehicle could be picked up.  Unfortunately, Mr. ***** refused to provide us with a valid claim number and Mr. ***** without our permission took the vehicle without paying the $633.36 that he owes us.
  
  Unfortunately, the complaint made by the *****'s failed to mention any of this.  Please also note that there are also a significant number of outright lies in the complaint.
  
  For example, the parts for Mr. *****'s truck were purchased directly from the dealership.  So the correct OEM parts were used.  Note also that insurance companies only pay for aftermarket or salvage parts unless there are no alternatives.  In this case, we spent the additional money to help insure that all of the parts were OEM manufactured and compliant; which we did not have to do.  Note that this is in addition to the theft of services by Mr. ***** for $633.36.
  
  Please also note that other than the frame repair which we did not have authorization to perform, all the work was done to the highest quality standards.
  We never banged on Mr. *****'s window nor did we threaten or try to physically keep him from stealing the vehicle without making payment. However, Mr. ***** still owes us for the services he stole from us.
  
  Note also that if Mr. **** filed a police report claiming the above then he filed a false police report if he made the inaccurate complaints in his email.  And, I have at least one credible witness that was with me when we made the delivery.  If anything, I should have filed a police report as Mr. **** assaulted me and should also be charged with theft of services until Missouri law.  Note that both are felonies in Missouri and I will be contacting the local prosecutor to file charges.

  Please also note that the check Mr. ***** gave us when he dropped off the vehicle for repair was only $3,690.14.  Note that Mr. ***** refers to this check as a "Supplement Check."  This means that Mr. ***** most likely received an initial check from the insurance company that was never provided to us and should have been as this was an insurance repair.

  Finally, if Mr. ***** would provide us with the true claim number we would be happy to do the additional work on the frame once we have approval from his insurance company.  Note that sometimes the insured will file his own paperwork with the insurance company so that they can pocket the deductible and only pay us for a portion of what the insurance company pays them.  
  
  I believe this is the reason that Mr. ***** gave us bogus claim numbers so that he could cover his deductible from the insurance payment.  He most likely thought that the initial preliminary estimate he received from the insurance company was accurate when common industry practice is for the body shops to file a more accurate supplement and documentation when additional damage is found.  Once we notified Mr. ***** of the additional damage, he continued to give us bogus claim numbers and he didn't want us to know what the insurance company actually valued the repairs at.
  
  Note that I'm open to any suggestions that you have; but again, Mr. ***** threatened me and assaulted me - not the other way around.  In addition, he still owes us the outstanding balance of $633.36 which he said he will not pay.
  
  
  Sincerely,
  
  
  ******* ******
  
  
  (417) 831-4747
  
  
  
  

  
  

  Customer Answer

  Date: 05/08/2023

  RESPONSE FROM MAACO 05/02/2023
  COMMENTS FROM **** ***** INFULL CAPS - I know this is a somewhat confusing way to answer Maaco's allegations but they each needed to be addressed, line by line.

  
  When **** ***** brought the vehicle in he indicated that he wanted to use his insurance and he provided us with a Claim Number.  TRUE.  MAACO EMPLOYEE, ***** *********** WAS PROVIDED INFORMATION AS SOON AS A CLAIM NUMBER WAS ASSIGNED BY ***** ****.  THERE WAS A TELEPHONE CALL WITH A ***** **** ADJUSTER AFTER MAACO SENT THEIR PRELIMINARY CLAIM AND ***** **** RECEIVED IT USING THE CLAIM NUMBER **** PROVIDED.  AT THIS POINT MAACO HAD THE CLAIM NUMBER.  THE CLAIM NUMBER DID NOT CHANGE FROM THIS POINT FORWARD.  Unfortunately, the Claim Number that Mr. ***** provided was bogus  FALSE.  OTHERWISE ***** **** WOULD NOT HAVE RECEIVED THE PRELIMINARY ESTIMATE UPON WHICH IT ISSUED IT’S MANUAL CHECK FOR $3,690.14 TO START THE WORK.  The frame damage could not be seen until we did a tear down on the vehicle (this is normal).  TRUE.  **** DID THINK THE FRAME WAS BENT AND TOLD MAACO SO WHEN HE DROPPED IT OFF.  **** FURTHER UNDERSTOOD FROM HIS ***** **** AGENT THAT IT IS NORMAL FOR SUPPLEMENTAL CLAIMS TO BE FILED ONCE THE JOB IS STARTED AND THAT THESE CLAIMS ARE NEGOTIATED BETWEEN THE SHOP AND THE INSURANCE COMPANY.
  
  As a result we needed to file paperwork with the insurance company to receive a Supplement with approval to do the additional work from the insurance company so that we would be paid for the additional work.  TRUE.  A SUPPLEMENTAL CLAIM SHOULD HAVE BEEN NEGOTIATED WITH ***** **** FOR STRAIGHTENING THE FRAME.  THIS SHOULD HAVE BEEN DONE BEFORE PROCEEDING WITH ANY OTHER WORK.  In addition, there was other additional work that we performed that the insurance would have paid us for if Mr. ***** had simply given us the correct claim number - note that Mr. ***** still owes us an additional $633.36 for this work.  WHY DID MAACO DO ADDITIONAL WORK WITHOUT THE INSURANCE COMPANY OR MYSELF APPROVING IT?  THERE IS NO REASON MAACO DIDN’T OR COULDN’T NEGOTIATE SUPPLEMENTAL CLAIMS WITH ***** ****.  THEY HAD THE CORRECT CLAIM NUMBER FROM THE ORIGINAL ESTIMATE SUBMITTED AND PAID FOR.  SEE DOCUMENTATION ATTACHED PROVING MAACO HAD THE CORRECT CLAIM NUMBER SHOWN ON THEIR PRELIMINARY ESTIMATE. THE MERE FACT THAT HE WAS ABLE TO SUBMIT THE PRELIMINARY ESTIMATE PROVES HE DID HAVE THE VALID CLAIM NUMBER. 
  
  Since we did not have a valid claim number we could not move forward with the frame repair until we had the correct claim number as well as approval from the insurance company to do the work.  FALSE AND TRUE.  FALSE - YOU DID, IN FACT HAVE THE CLAIM NUMBER ON YOUR PRELIMINARY ESTIMATE AND YOU ARE PROVING OUR CASE WHEN YOU SAY: “WE COULD NOT MOVE FORWARD WITH THE FRAME REPAIR ….. AS WELL AS APPROVAL FROM THE INSURANCE COMPANY TO DO THE WORK.”  THEN WHY DID YOU MOVE AHEAD WITH THE REPAIRS YOU SAY COST $633.36 WITHOUT APPROVAL FROM THE INSURANCE OR THE *****S?  AND WHY DID YOU MOVE AHEAD WITH REPAIRS THAT ATTACH TO THE FRAME WHEN THE FRAME WAS STILL BENT AND YOU KNEW IT WAS BENT AS YOU JUST STATED.  So, we called Mr. *****, making him aware of this and requesting a valid claim number.  His response was basically to slow roll us by saying that the claim number was valid. FALSE AND TRUE,  WHY WOULD HE “SLOW ROLL” YOU – WE WERE RENTING A VEHICLE WHILE YOU WERE “FIXING” HIS TRUCK WHICH HE WAS ANXIOUS TO GET BACK.  **** HAD CALLED AND COME BY TO CHECK THE STATUS OF THE REPAIRS.  ON ONE OF HIS STATUS CHECKS HE WAS TOLD THE WRONG PARTS WERE ORDERED CAUSING A DELAY.  TRUE - -HE DID SAY THE CLAIM NUMBER WAS VALID BECAUSE THE CLAIM NUMBER GIVEN TO YOU EMPLOYEE, JULIE, TO FILE THE PRELIMINARY ESTIMATE WAS VALID.  Finally, after several weeks, Mr. ***** called back with a different claim number.    FALSE.  THE CLAIM NUMBER NEVER CHANGED.  We immediately called the insurance company and were informed that the second claim number was not valid either.    YOU ARE NOW SAYING THIS IS ONLY THE SECOND CLAIM NUMBER HE GAVE YOU WHICH IS CONFLICT IN YOUR PREVIOUS CLAIM.  At that point, we called Mr. ***** again and he continued to avoid us and our phone calls until he came to pick up his vehicle.  FALSE.  ON APRIL 5, 2023 **** CALLED ***** **** AND CONFIRMED THE CLAIM NUMBER PROVIDED YOU WAS CORRECT.  **** CALLED YOU AND GAVE YOU THE CLAIM NUMBER AND PROVIDED A PHONE NUMBER THAT ***** **** GAVE HIM FOR YOU TO CALL IF YOU HAD ANY ISSUES WITH SENDING IN SUPPLEMENTAL CLAIMS.  HE HAS TWO WITNESSES TO THAT PHONE CALL SINCE HE MADE THE CALL FROM WORK.  ALSO, ON APRIL 5, 2023 A PAYMENT WAS ISSUED TO MAACO ELECTRONICALLY DEPOSITED TO THEIR ACCOUNT IN THE AMOUNT OF $135.13 – OBVIOUSLY MAACO HAD BEEN CORRESPONDING WITH ***** **** BECAUSE ***** **** HAD THEIR INFORMATION FOR THE ELECTRONIC DEPOSIT. (SEE ATTACHED PROOF OF PAYMENTS - (1) $3,690.14 MANUAL CHECK TO THE *****’S WHICH WAS DIRECTLY SIGNED OVER TO MAACO AND (2) A DIRECT ELECTRONIC DEPOSIT TO MAACO ON 04/05/2023).  THE *****’S ALSO PAID $500 BY CREDIT CARD FOR THEIR DEDUCTIBLE.  
  
  So, we ended up completing the repairs to the estimate that Mr. ***** agreed to when he brought the vehicle in for repairs plus the $633.36 for the additional work.  THIS WORK SHOULD NEVER HAVE BEEN DONE WITHOUT THE FRAME BEING STRAIGHTENED AND APPROVAL FROM ***** **** OR FROM **** ***** TO COMPLETE THE ADDITIONAL WORK. YOU CAN’T PUT A BUMPER ON A BENT FRAME.  When Mr. ***** came to pick up the vehicle. We politely (FALSE) asked Mr. ***** to provide an accurate claim number so that we could do the frame repair work and file a supplement for the $633.36 that was due before the vehicle could be picked up.   YOU SHOULD HAVE GOTTEN AUTHORIZATION BEFORE COMPLETING THE WORK.  WE WOULD NEVER HAVE AUTHORIZED THE WORK ON A BENT FRAME.  Unfortunately, Mr. ***** refused to provide us with a valid claim number and Mr. ***** without our permission took the vehicle without paying the $633.36 that he owes us.  FALSE.  **** ***** DID NOT REFUSE TO PROVIDE THE CLAIM NUMBER.  HE HAD NO REASON TO REFUSE THE CLAIM NUMBER.  ALSO, YOU HAD THE CLAIM NUMBER FROM THE BEGINNING OF THE REPAIRS.
  
  Unfortunately, the complaint made by the *****'s failed to mention any of this.  THE COMPLAINT DOES NOT MENTION YOUR ACCUSATIONS BECAUSE THEY ARE FALSE.  SEE ATTACHED DOCUMENTATION AND PREVIOUS PHOTOS.  Please also note that there are also a significant number of outright lies in the complaint.  
  
  For example, the parts for Mr. *****'s truck were purchased directly from the dealership.  So the correct OEM parts were used.  Note also that insurance companies only pay for aftermarket or salvage parts unless there are no alternatives.  In this case, we spent the additional money to help insure that all of the parts were OEM manufactured and compliant; which we did not have to do.  Note that this is in addition to the theft of services by Mr. ***** for $633.36.  THERE IS NO “THEFT OF SERVICES WHEN THE SERVICES WERE NEVER AUTHORIZED BY MYSELF OR ***** **** AND YOU HAD THE CLAIM NUMBER.  THE SERVICES WILL ALSO HAVE TO BE REDONE IN A GREAT PART DUE TO BEING DONE ON A BENT FRAME THAT NOW HAS TO BE STRAIGHTENED. 
  
  Please also note that other than the frame repair which we did not have authorization to perform, all the work was done to the highest quality standards.  FALSE.  SEE PHOTOS SUPPLIED WITH INITIAL COMPLAINT.  FORD LOGO NOT SECURED.  BUMPER IS CROOKED, MISSING PAINT ON SEVERAL AREAS, BENT FLAP INSIDE TAILGATE, INSIDE PASSENGER PANEL FIXED WITH EPOXY GLUE AND WILL MOST LIKELY HAVE TO BE COMPLETELY REPLACED DUE TO THE WORKMANSHIP.  WHEN **** PICKED UP THE TRUCK HE IMMEDIATELY SAID IT WAS THE WRONG BUMPER DUE TO HOW POOR IT LOOKED.  HE WAS TOLD IT WAS THE BEST THEY COULD DO BECAUSE THE FRAME WAS BENT.  WHY DID YOU NOT STOP ALL WORK UNTIL THE FRAME WAS STRAIGHTENED?  YOU ARE A BUSINESS THAT DEALS WITH ***** **** AND SHOULD KNOW HOW TO CALL AND WORK WITH THEM.  AGAIN, YOUR OWN PRELIMINARY ESTIMATE SUBMITTED HAD THE CLAIM NUMBER ON IT.  We never banged on Mr. *****'s window nor did we threaten or try to physically keep him from stealing the vehicle without making payment.  FALSE.  THE POLICE WERE TOLD BY AN EMPLOYEE THE STORE LOCATION HAD WORKING VIDEO CAMERAS AND THE VIDEO REQUESTED WOULD BE DOWNLOADED AND PROVIDED ON THEIR 1ST CALL.  WHEN THEY CALLED BACK AFTER GETTING NO FURTHER RESPONSE THEY WERE TOLD BY YOU, MIKE, THAT THE CAMERAS “WERE NOT WORKING THAT DAY”.  YOU, AS THE OWNER, HAVE THE ABILITY TO DELETE VIDEO.  WE HAVE CALLED MAACO CORPORATE WHO SAID EACH FRANCHISE HANDLES THEIR OWN VIDEO.  However, Mr. ***** still owes us for the services he stole from us.  FALSE.  AGAIN, THIS WORK WAS NOT AUTHORIZED BY US OR NEGOTIATED WITH ***** ****.
  
  Note also that if Mr. **** filed a police report claiming the above then he filed a false police report if he made the inaccurate complaints in his email.  SINCE THE CAMERAS WERE CONVENIENTLY NOT WORKING THAT DAY THERE IS NO PROOF EITHER WAY – POLICE REPORT IS ATTACHED.  And, I have at least one credible witness that was with me when we made the delivery.  THE ASSAULT BY YOU ON ME WAS NOT THE DAY OF THE DELIVERY, BUT THE DAY **** CAME TO TALK ABOUT WHAT WAS GOING TO BE DONE TO FIX THE TRUCK.  YOUR CREDIBLE WITNESS SAW YOU COME OUT OF THE SHOP PUTTING YOUR COAT ON AND RUNNING TOWARDS **** AND YELLING.  HE WENT BACK INTO THE SHOP.  If anything, I should have filed a police report as Mr. **** assaulted me and should also be charged with theft of services until Missouri law.  AGAIN, THE SERVICES WERE NOT AUTHORIZED BY MYSELF OR ***** **** AND YOU HAD THE CLAIM NUMBER ON YOUR OWN INVOICE AND SHOULD HAVE WORKED WITH ***** **** TO GET AUTHORIZATION PRIOR TO PERFORMING THE SERVICES.  Note that both are felonies in Missouri and I will be contacting the local prosecutor to file charges.
  Please also note that the check Mr. ***** gave us when he dropped off the vehicle for repair was only $3,690.14.  TRUE.  THIS WAS THE NEGOTIATED PAYMENT ON THE PRELIMINARY ESTIMATE.  Note that Mr. ***** refers to this check as a "Supplement Check."  This means that Mr. ***** most likely received an initial check from the insurance company that was never provided to us and should have been as this was an insurance repair.  FALSE.  PLEASE RE-READ THE INITIAL COMPLAINT.  **** DOES NOT REFER TO THIS AS THE SUPPLEMENTAL PAYMENT.  THERE WAS THIS PAYMENT AND ONE OTHER PAYMENT OF $135.13 (SUPPLEMENTAL PAYMENT).  ALL MONEY INCLUDING THE CO-PAY HAS BEEN TURNED OVER OR PAID DIRECTLY TO MAACO AND YET THE TRUCK IS STILL NOT FIXED AND WORK WILL HAVE TO BE REDONE AFTER THE FRAME IS STRAIGHTENED AND WORK ALREADY PAID FOR BY THE INSURANCE COMPANY WILL HAVE TO BE PAID OUT-OF-POCKET BY THE *****S..  MAACO TOOK IT UPON THEMSELVES TO PERFORM UNAUTHORIZED WORK.
  Finally, if Mr. ***** would provide us with the true claim number we would be happy to do the additional work on the frame once we have approval from his insurance company.  YOU HAVE HAD THE TRUE CLAIM NUMBER SINCE YOUR “PRELIMINARY ESTIMATE” DONE ON 02/13/2023.  BASED ON THE QUALITY OF WORK AND THE FACT THAT YOU PERFORMED WORK ON A BENT FRAME THAT WILL HAVE TO BE REDONE AND PERFORMED WORK WITHOUT AUTHORIZATION WE RESPECTFULLY DECLINE YOUR OFFER TO WORK ON OUR TRUCK.  Note that sometimes the insured will file his own paperwork with the insurance company so that they can pocket the deductible and only pay us for a portion of what the insurance company pays them.  WE DO NOT APPRECIATE YOU CALLING US THIEVES AND LIARS.  WE ARE CHURCH-GOING CHRISTIANS.  UPON REQUEST WE CAN PROVIDE PROOF OF ALL PAYMENTS BY ***** ****.  IT’S UNBELIEVABLE YOU WOULD EVEN ACCUSE US OF SOMETHING THAT CAN SO EASILY BE PROVEN.  WE HAVE RECEIVED NO ADDITIONAL MONEY AND, IN FACT, THE INSURANCE COMPANY WILL NOT PAY TO HAVE THE REPAIRS MADE FOR THE WORK YOU DID THAT NO HAS TO BE REDONE.
  
  I believe this is the reason that Mr. ***** gave us bogus claim numbers so that he could cover his deductible from the insurance payment.  FALSE.  I BELIEVE THAT IS INSURANCE FRAUD AND WE HAVE BEEN WITH ***** **** FOR OVER 20 YEARS AND WOULD NOT RISK THE REPERCUSSIONS OF SUCH AN ACT.   FURTHERMORE, I DO NOT APPRECIATE YOU ACCUSING ME OF LYING.  He most likely thought that the initial preliminary estimate he received from the insurance company was accurate when common industry practice is for the body shops to file a more accurate supplement and documentation when additional damage is found.  FALSE, I DID NOT THINK THAT THE PRELIMINARY ESTIMATE WAS ACCURATE.  I DID KNOW THAT IT WAS COMMON FOR SUPPLEMENTAL CLAIMS TO BE NEGOTIATED BETWEEN THE SHOP AND INSURANCE COMPANY – WHICH IS WHY I AM SHOCKED YOU DID WORK WITHOUT AUTHORIZATION AND WITHOUT LOOKING BACK AT YOUR PAPERWORK IF YOU THOUGHT I HAD GIVEN YOU THE WRONG NUMBER.  Once we notified Mr. ***** of the additional damage, he continued to give us bogus claim numbers and he didn't want us to know what the insurance company actually valued the repairs at.  FALSE.  IT IS COMMON FOR THE INSURANCE COMPANY TO VALUE THE REPAIRS AT LESS THAN THE SHOP AND FOR THE SHOP AND INSURANCE COMPANY TO NEGOTIATE.
  
  Note that I'm open to any suggestions that you have; but again, Mr. ***** threatened me and assaulted me - not the other way around.  WHERE IS THE VIDEO?  YOUR EMPLOYEE SAID THE CAMERAS WERE WORKING WHEN CONTACTED BY THE POLICE AND THEN YOU, THE PERSON WHO HAS THE ABILITY TO DELETE VIDEO SAID ON THAT PARTICULAR DAY, THE VIDEOS WERE NOT WORKING.  In addition, he still owes us the outstanding balance of $633.36 which he said he will not pay.  FALSE – THESE REPAIRS NOT ONLY WERE NOT AUTHORIZED BUT THE MAJORITY OF THE WORK DONE WILL HAVE TO BE REDONE DUE TO BEING DONE ON A BENT FRAME AND POOR WORK QUALITY AS THE PHOTOS PREVIOUSLY SUBMITTED SHOW.
  

  RECAP DUE TO MAACO OWNER CONTINUALLY RESTATING THE SAME FACTS:
  1.Maaco had the claim number on his preliminary estimate and it never changed
  2.The Shop and ***** **** routinely negotiate supplemental estimates for work found once the shop gets into repairing the vehicle – using the same claim number as the original estimate
  3.Maaco should never have proceeded with work without authorization from ***** **** or the *****s
  4.Working videos were not working on the one day the owner is now saying the attack actually happened on him.  Why would **** ***** have left the facility and filed a report on the owner if **** had been the one verbally attacking the owner knowing the facility had cameras that could be used against him
  5.Maaco owner says **** stole his truck – they gave him the keys
  6.Photos provided proof of poor quality of work
  7.We have had a frame shop look at the truck and they say most of the original work will have to be redone and in addition the passenger panel completely repaired due to work done by Maaco
  

  
  

  Business Response

  Date: 05/09/2023

   

  All untrue.  I stand by my original response 100%.  And, I have several employees who will testify to that if I need to go to court to collect the money owed to me by this compliant.

  Business Response

  Date: 05/09/2023

   

  Please note that the customer still owes us his $500 vehicle as he took the vehicle illegally without paying.  In addition, the customer has still not provided a valid claim number.

  Customer Answer

  Date: 05/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Maaco is now saying the amount he is owed for the unauthorized work is $500 rather than the over $600 previously stated.  He is still saying we haven't provided a valid claim number. Yet you can see from the attachments we submitted that he filed a supplemental claim which was paid directly to his account electronically on April 4, 2023.  I don't know how to make this any more clear that a business can't submit a claim and get paid without a valid claim number.  For ***** **** to electronically pay him there was communication.  We are providing paperwork proving our facts. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 05/13/2023

   

  Complainant left without paying his bill and gave us a fraudulent Insurance Claim Number.  There is nothing more I can do.  Also, please note that the complainant was not the customer.  I have never spoken to this person who continues to complain when the Complainant is legally liable.  BTW, I have filed a police report with civil charges to follow.

  Customer Answer

  Date: 05/16/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I am attaching the proof that ***** **** was on three occasions contacted by Maaco with a valid claim number.

  As such, there is no reason why Maaco could not have also submitted the supplemental claim for the frame or whatever work needed to be done for the $633 he claims is owed that was not authorized.

  I am **** *****'s wife, co-owner of the truck.

  We are no pursuing this matter through the Attorney General's office.

  
  Sincerely,
  
  
  
  ****** *****