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:03/26/2025

  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.

  So I’m reaching out about a complaint major overspray for clearcoat on windows and clearly can tell where the tape was dividing the middle of my door. There is ran over spray on my fenderwells and bolts. I have pictures documenting everything. I will be disputing the charge on my credit card which was partial payment to via $1040. I paid in cash totaling $1370. The work was done no doubt but now I am going to have overspray correction done on my car. This car is not paid off. It has to be to factory standards. There can’t be overspray…….. 2020 Hyundai Sonata, SEL plus my car is my baby and this is unacceptable. I believe this is a reasonable offer so further steps or legal action isn’t taken. I will be disputing the charge on my credit card. You can keep the remainder $1040 cash payment.

  Business Response

  Date: 04/09/2025

  WE WILL GLADLY TAKE CARE OF ANY ISSUE THE CUSTOMER MAY HAVE , THE CUSTOMER HAS NOT CALLED OR CAME IN ABOUT THESE ISSUES , HE HAS SIGHNED THE COPYS OF THE WORK ORDERS , STATING PAYMENT WAS MADE AND HE WAS HAPPY WITH THE REPAIRS , BUT AGIAN WE WILL BE HAPPY TO TAKE CARE OF HIM AND HIS CAR , IT IS NO PROBLEM AT ALL 

• Initial Complaint

  Date:10/03/2022

  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.

  I dropped off my 2005 Mustang at MAACO around Sept 12. It was contracted to do some minor body repair and one of their higher end paint jobs. When I went to pick it up, there were obvious problems with the body repairs, paint overspray on black trim parts and some of the paint has dust or dirt in or under the paint. The store manager tried to tell me this sometimes happens and he was not sure if they could fix it. I paid over $2200 for body repair and paint. An the manager wanted to fix some small stuff and expect me to take the car as is. The car is a mess with dust or dirt in the paint and overspray on black body parts like the mirrors and lower panels. It has been there about 4 weeks and my job is low priority since they already have my money. It has never been removed from their place of business.

  Business Response

  Date: 10/28/2022

  This customer came to pick up his car and had a couple of small issues with some of our work so we kept the car to fix the issues he had. The next morning we get to work with a complaint filed on this site before we even had the chance to correct them for him. We also made a new ticket because some of the issuse he had was not on his estimate to do in the first place. He then came this same day to pick up the car and signed all papperwork stating he is satisfied with the work done and paid. 2 days later customer shows back up saying he wants his bumper redone which we just completed and he will pick up Monday morning. attached is the customers reciept the day that he came to pick it up. which shows he looked at the car and was satisfied paid and signed his name, this was the day before he complained.

  Customer Answer

  Date: 10/31/2022

  
  Complaint: 18220390
  
  I am rejecting this response because:

  The original job has never been completed. The General Manager had me sign paperwork while he sent someone out to clean car. Within 30 minutes problems with the original work was discovered when the vehicle was loaded on a trailer and acknowleded by the General Manager. He stated he would take care of it verbally. The office assistance would not take written documentation of discrepance per guidance from GM. GM is claiming to written documentation which was not allowed to annotate full story.

  I took my vehicle, a 2005 White Mustang Convertible, in for some minor body work (1. a small dent in drivers rear fender, 2. some scratches and wear on rear bumper and 3. requested some addition prep work around the drivers door handle that was worn down to primer).
  

  The General Manager (GM) ( Heath ********** examined what needed to be done, and gave instructions to a lady who worked in the front office. I did not get her name. She wrote up a quote as instructed and I accepted the contract. The Original Quote was done Sept 8 and I dropped off the vehicle Sept 12.
  The car was painted and as the last car on Friday the 21st and I went to pick it up Monday the 24th.
  

  When I went to pick up the vehicle, the first very obvious issue, there is White paint overspray all over the place and very noticeable on the Black body parts. I asked if they were going to clean it and the GM said he would send a guy out to take care of it. I went inside and paid them (in cash to avoid additional charges they charge for credit card transaction). I went back outside and some young man had a spray bottle and a rag and rubbed down two pieces of trim and said that was all they could do because of new paint and I would have to get someone latter to clean it. The GM stated they are a production shop and this sometimes happens, but it was not their responsibility to clean this.
  

  I loaded the Mustang on a car trailer and with the car up at eye level, you could now see all kinds of issues with the body and paint work. The rear fender body work was globs of body filler that was not smooth, there was a big paint run on the rear bumper, the driver’s door handle had not been done and you could see dust in the paint on the driver’s front fender.
  

  When brought to the attention of the GM, he said he would take care of the rear fender, the bumper, and  the door handle. He stated he was not sure if he could take care of the dust in the paint, and he stated the over spray was not going to be fixed. When I asked if, I needed to do any paperwork, he stated no – He would take care of everything.
  

  I went into the office to anotate the paperwork I had signed of discrepancies while still on the lot because I wanted written documentation.  The lady in the front office stated that the General Manager would not allow me to correct paperwork as he had verbally stated he would take care of it.
  It was a few days later that I contacted the BBB on Oct 3.
  

  I was called to pick up my vehicle on Oct 7. They GM was furious that I had called the BBB, stateing he had promised to fix things and why did I contact the BBB. They fixed 3 of 5 things. He became hostile and vindictive and said he washed his hands of me and my car. He told the office manager to take care of it and he stormed off.
  What they had done is, they had smoothed out the rear fender somewhat, fixed the run in the rear bumper, they did something to the front fender so it looked better. But they did not fix the door handle where paint is missing, and there was now even more paint overspray, including on a new convertible top that had just been installed less than a week before they got the car.
  

  When I brought to the door handle to the attention of the office manager ( Jason **** , he stated that since it was not specifically annotated on the work order, this is new work and it would cost an additional $300 for them to fix it. I stated that it had been mentioned to the GM and lady who wrote they work order and they had charged me additional for misc body work. The office manager stated that if it was not on the work order they were not responsible for it. I asked to speak to the lady who wrote the work order and was told that she no longer worked there. * A point to note is that when I originally noted the issue with the door handle -  the GM placed yellow tape on it to be fixed and no mention of an issue or additional charges.
  

  The office manager wrote a quote $300 to fix the door handle as new work on Friday Oct 6. And I mentioned all the overspray, including on the new convertible top. He stated that, they are a “production shop” and this happens and I am responsible to get someone to clean it – if I want it fixed.  
  

  I put the car back on the trailer, this time with the car at eye level, I could see more issues with the paint, and that there were more imperfections in the body work on the rear bumper, it was also noted that the front part of the car at the bottom of the front bumper was never prepped or painted.  He stated that if I brought it back Monday and paid the $300 they would fix it Monday.
  

  I brought the car back Monday the 9th and said I did not feel I should have to pay for something ( the door handle and it was part of painting the car) I had already paid for. He acknowledged that the rear bumper was a warranty issue and they would take care of it.
  I brought up the issue of the front of the car not painted and he stated this was additional work and it would cost at least $500 for them to prep and paint the front lower part of my car. Apparently, a body and paint job does not include the whole car.
  

  It is Oct 31st and my car is in their back lot just sitting. My vehicle has been at their establishment since Sept 12. With the exception the short trip to the other car place and the car was never moved off the trailer.
  My vehicle had been at MAACO for 7 weeks, I have a contract for body and paint that is body work is not been done and paint looks poor. I paid for work to the door handle they refuse to do unless I give them $300 more and they wrote disclaimers on the quote that there are no guarantees of quality of job. , The front of the car was not painted and they want at least $500 to paint a part of the car, they neglected to do.
  

  The General Manager is clinging to a signed document that I wanted to amend because of problems with the work when the vehicle was loaded on the trailer to leave and they would not accept discrepancies in writing and insisting that the Gms work was good enough.
  I am not a chronic complainer, but I do expect to receive the product/service I contracted for.  I have had 4 other cars painted by MAACO in the past 10 to 12 years with reasonable success.
  The GM and office manager will claim they are a “production body shop” and do good work for what they provide. And excuse for less than professional work. They prepared the quote and quoted additional charges for addition body prep. I also paid extra for their nicer “Base Coat/Clear Coat” paint job. They will also state that when I signed the receipt of payment, there is a clause that I did not see that states that I have examined the car and accept it. When we started having issues with the job, I asked to modify the paperwork and the GM said it was not necessary, I had his word it would be taken care of.
  While they have not specifically stated it, they are sending a strong message that if they don’t do anything I will just get frustrated and take my car and accepted a less than complete body and paint job.

  What I want and expect is what we agreed to. I want them to fix the body work and provide a professional paint job. If they are unable or unwilling then –they should return my car and my money. I paid it cash to eliminate addition charges for a charge card. In hindsight this was a bad idea, as I do not have the charge company to assist in resolution of this problem.
  
  
  Sincerely,
  
  David *********

  Business Response

  Date: 10/31/2022

  MAACO COMPLETED EVERYTHING THAT WAS ON HIS ESTIMATE  THAT HE SIGNED TO DO AND NOTHING MORE. CAR HAS BEEN READY TO PICK UP FOR OVER A WEEK AND CANT GET A HOLD OF THE OWNER NOW.

  Customer Answer

  Date: 11/03/2022

  
  Complaint: 18220390
  
  I am rejecting this response because:

  I picked up Mustang the morning of Nov 1, 2022.

  Taking custody of vehicle is not that I feel the vehicle is finished or I accept everything was done. MAACO has state they had done everything they were going to and my taking custody kept me from incurring additional storage fees.

  They had my vehicle from Sept 12 to Nov 1. They initially performed some work and paint. When issues where brought to attention. The vehicle was taken back for rework twice.

  In my opinion, MAACO did not provide services contracted and in many ways the vehicle is worse than when it went in.

  One of the 3 pieces of body work I indicated I wanted done was some extra attention to the driver’s door handle due to wear and tear on paint. This is still not done (see attached Door Handle). I cannot explain why the lady in the office wrote the ticket the way she did. But she did it with the instructions of Heath (GM). After the first rework, they have insisted this is not part of the original work order and now want to charge me and additional $300 to do something I already paid for.

  Also there are numerous problems with the paint. In many places on the car there is dust or something in the paint. It is visible when you get close and it feels rough to the touch. When they got to an area that was not straight painting, like under mirrors, they paint is rough. (See attached paint photos).

  When it came to masking areas to not be painted, they were careless and this resulted in some areas of the car not even being painted. (See attached masking)

  When paint comes to an edge of the body the paint is rough and not smooth. (See attached hood photo)

  Then there is the ongoing issue of damage they did to other parts of my Mustang that were not painted white. There is white paint over spray on black accent body parts (lower moldings, front grill, mirrors, windshield wipers, etc.)  They have stated they are not responsible to clean this area or generally responsible. (See attached overspray photos)  There is also paint overspray on most of the light lenses (headlight, turn signals, etc.). This is a safety issue and again the state that they are not responsible for cleaning of fixing this area. (See attached photos)

  I initially stated that my resolution was for them to abide by the contract and fix the body parts and provide a professional paint job. But each rework just creates more issues.

  I now am going to have to take the vehicle to another body shop to fix their errors, completely sand down the vehicle and then fix the overspray issues.

  I went to a body shop just down the street from MAACO what it would cost to correct the overspray issues and they stated that detailing and repainted would cost in excess of $1000. They also stated that the front grill will have to be replaces as the cost of labor would exceed the cost of a new grill.

  For reference I included a picture of the Mustang taken this past summer, before MAACO. (See Attached Mustang) The only reason I had the whole car painted is that with the repair to the rear driver’s fender, rear bumper and door handle, I wanted all the paint to match as the previous paint was the original factory paint job from 2005.

  While it is true I originally signed the payment receipt, based on the GM’s word he would clean the car while I completed the paperwork.  We discovered issues with the car as soon as it was loaded in a trailer to take home (about 30 minutes), I was not allowed to document discrepancies in writing and GM insisted that his word was good enough to take care of the issues. The lady in the office followed instructions from the GM would not accept written documentation.  -- NOTE. She no longer works at MAACO.

  What I feel would be proper is for MAACO to refund what I spent on a poor job, that I am going to have to pay someone else to correct and redo the entire paint job. I also think they should be liable and for the damage they did do to overspray. They will not do this. But I feel it is warranted.

   

  
  
  Sincerely,
  
  David *********