Complaints

This profile includes complaints for Maaco Collision Repair and Auto Painting's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Maaco Collision Repair and Auto Painting has 2 locations, listed below.

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  Maaco Collision Repair and Auto Painting

  1974 Sam Rittenberg Blvd Charleston, SC 29407-4858

• 

  Maaco Collision Repair and Auto Painting

  5786 Dorchester Rd North Charleston, SC 29418-5523

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:08/16/2023

  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.

  The service started May 2,2023 and ended July 14,2023 Service they provided $3800. Damaged due to there service provided $1500. Auto body repairs and Painting I tried to resolve, by emailing, calling ,and stopping by to speak with the owner. He doesn't want to deal with this. Items wasn't fix and parts never provided as I paid for them. The overspray under the hood cause paint all over wires which cause electrical problems.

  Business Response

  Date: 08/17/2023

  Spoke to Ms. ******* regarding her 27-year-old 1997 Dodge truck. Since she refused to return to the original shop we scheduled an appointment at the North Charleston Maaco to review and resolve her claims. We confirmed the appointment for Thursday August 17 at 8am. It is now 8:45 am and she has not arrived nor called to cancel the appointment. I rearranged my schedule to be available and informed her that we would work with her to resolve the issues when we meet. 

  Thank you,

  Fred D* ******* President

   

  Customer Answer

  Date: 08/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: The year of my truck isn't the issue and If it was or gong to be an issued  it should have been communicated to by your manager at the of the estimate or when I came in to pay my money for parts (2weeks prior to service) or maybe when I dropped my truck off. So, again if you couldn't do the job don't take my money. Let me know!!!
  That was one of my problems with Maaco's manager and staff, lack of communication. All i got was lies day after day. As I stated before apparently a common practice based on LOTS others experiences. I'm trying to get this resolved since its been months of dealing with this situation. I was under the impression our appt is at 3pm. I've been rearranging my schedule a lot with the entire situation. As I stated in my lengthly email to you sir.  I have been rearranging schedule to oblige with you as well and I the customer that you'll wanting resolve. I was off on yesterday and you weren't available, so talk about rearranging schedules. 
  

  Sincerely,
  
  Terrilyn *******

  Business Response

  Date: 08/18/2023

  We have re scheduled our meeting for today at 3PM hopefully to address and resolve MS ******* concerns.

  Thank you,

  Fred D* *******

• Initial Complaint

  Date:08/02/2023

  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.

  On 7.17.23, my 2013 Chevy Camaro was dropped off at Maaco 5786 Dorchester Rd. N. Charleston SC to be painted as agreed upon. I was quoted by Monique that this full paint job would take 3 to 7 days. Upon the 7th day, after no communication from them, I called to check on the vehicle. Monique said "I could tell me it would be ready, but it may not be". I asked her how much longer and was not given an answer. For the next week I periodically checked in on the vehicle, still it was not ready. On 7.27.23 I was told that it was guaranteed for pick up on 7.28.23. We arrive on the morning of 7.28 and were told it was not ready. When we asked for an explanation, as we were told it was guaranteed, she said someone had messed up the paint by spraying the car with water while washing another vehicle nearby and it had to be repainted. She had no explanation as to why we were not informed about this. She said it would still be guaranteed for pick up later that day, it was not. On Monday 7.31 I called first thing in the morning and was told it was still not ready, they had to put back on decals, that I had to come later. Upon arrival they pulled the car around, I was appalled to see there was damage to the vehicles rag top and inside dash, as shown in the attached photos. The paint job is also horrible. There are runs and ripples and paint in places it shouldn't be. Instead of having a new paint job, my car now looks worse and has damage to it. When confronted about these issues, they blamed us for rushing them as their reasoning for the poor job and damages. They had the car twice the time quoted, they were not rushed. How is this the paying customers fault! When I asked for refund for all the issues, as I do not trust them to fix it, they sped my car off the lot and said it's their car until I pay. I had to pay the full amount for them to release my damaged car. Their resolution was they could keep it, but wouldn't be able to touch it for 3 weeks.

  Business Response

  Date: 08/03/2023

  While the customer is correct in that the vehicle was not ready when stated. She was explained as to the reason which was not her fault but was corrected. When she came to pick it up she noted some minor imperfections which we told her we would repair and scheduled an appointment to do the necessary work after the paint has cured. What the customer neglected to mention is that she was using profanities, cursing our people and calling my manager a retard. She also attempted to jump into the car and drive away without paying. We have her on tape and voice recorded her actions.  

  WE don't treat customers in that manor, nor do we expect them to treat our personal that way. We treat them with respect and expect them to do the same. We still would be willing to correct the imperfections noted if she returns.

  Business Response

  Date: 08/04/2023

  If the person would like to bring her vehicle to Maaco at 1974 Sam Rittenberg Blvd to have them verify the work needed and schedule a repair at no cost to her.

  Thats the best we can do for her.

   

   

  Customer Answer

  Date: 08/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I am being lenient asking only for a refund with the extent of the damages caused to my vehicle while in their possession. 

  Again, I will not allow this unprofessional company touch my vehicle again. I am certain doing so will only cause further damages, as they literally ruined many parts on my car and devalued it. Again the poor work and damages are clear as day in the photos provided. 

  I want a refund so I may take it to a place that does professional work and communicates curteously and properly with their customers. Which Maaco was incapable of doing, even when they admittedly caused damage to the paint job when washing a car nearby. 

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

• Initial Complaint

  Date:07/13/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 a complaint regarding the services I have received. I was told when deciding to work with Maaco that I would have my vehicle finished within a week. It has now been a month since that date. With each week being told that the SAME part is still being worked on and that it would be another week. I understand that issues arise. However, the same parts have been worked on for weeks and I am continuously told within the next day it will be ready. I call back again to see if it’s ready, and they just realized the front fender needs repair. Clearly bent on the outside. I had quotes done from other body shops and they were all able to notice that the fender would need replacement. Why is that 3 weeks later, Maaco is just then realizing it? WAS MY VEHICLE INSPECTED BEFORE BEING WORKED ON? After a month of waiting, I am now being told that they need “clips” to put my bumper back together. I am confused as to why these clips were not ordered ahead of time, knowing that these same clips need to be replaced from the start. I rely on transportation on a day to day basis. Being told that my vehicle will be ready the next day and I find out it’s not; that places me in a position without a vehicle. These unclear expectations has affected me financially and I would like compensation for my losses.

  Customer Answer

  Date: 07/17/2023

  Hi I would like to cancel this complaint ********

  Thank you 

• Initial Complaint

  Date:05/10/2023

  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 was rear-ended the Monday after Thanksgiving 2022. Maaco has had my vehicle since then and just keeps giving me excuses on why it's not finished. They keep collecting money from the insurance company every time I call saying they need this or that but I cannot get my car back. I am in the Navy and leave South Carolina at the end of the month and need to take my vehicle with me. I am tried of the excuses and lack of accountability and I am worried they have messed up my car!!!!

  Business Response

  Date: 05/15/2023

  We are very sorry for any inconvenience incurred by this customer. I have spoken to the owners mother and assured her that we will have the vehicle prior to his departure of Wednesday May 24,2023. We are trying to complete this vehicle by Friday May 19,2023. The work is being done in accordance with the insurance companies estimate and it is true that we have encountered additional work not shown on the original estimate causing us to order additional parts. The customer was told that we will reduce her deductible amount owed to defray some of their rental costs. 

  This is an unfortunate situation but not uncommon in todays market place. Small business is suffering from lack of qualified personal, material shortages, and parts back ordered.

  Thank you

  Customer Answer

  Date: 05/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was not at fault for this accident so I do not owe a deductible.  I was told by staff at Maaco I would not owe anything further after the insurance paid.  If there is a deductible to be collected that has nothing to do with me.  I expect my rental to be covered 100% without argument.  I have taken a video and pictures that prove there has been no work performed on my vehicle since the dealership did the electrical work in January as proven by my attached photos.  This is not delayed for parts or the lack of people who want to work for this terrible company.  They simply chose not to work on my car I suspect out of spite.  

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

  Business Response

  Date: 05/16/2023

  We stand by our original response in our previous correspondence and my discussion with your mother.

  You will not be responsible for a deductible if none is required by the insurance company. 

  Thank you.

   

• Initial Complaint

  Date:11/28/2022

  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.

  My older car needed a re-painting. I scheduled an appointment to drop it off on 11/10/22. I was told at that time that I had to pay at least half of the bill upfront. When my wife and I arrived at 3:30pm the building was closed so I dropped the key and a check for $2000 in the drop slot. I called the next day to confirm that they had my car and check. I was told at that time my car would be ready by 11/21/22 and that they did have my check. When I called to check on the progress of my car, I was told that they had not even started on yet due to being short staffed. This was on 11/18/22. At no time was I called by Maaco to discuss the delays, to offer estimates of when the car would be ready, or to apologize for the inconvenience. When I came to pick up the car on 11/21/22 I was told that I couldn't get my check or speak to the owner because he (Fred) was out and he would be back tomorrow. I called the next morning and was told that I missed him and he would be in the afternoon. I left my number and asked that he call me as soon as he gets in. I called that afternoon and apparently I missed him again. I never heard back from him or anyone else. My check was cashed on 11/15/22 and my car was never painted. I have yet to receive my $2000 back. This is the worst customer service that I have experienced.

  Business Response

  Date: 12/09/2022

  The customer has received a full refund .We had informed the customer of the reasons that work was not commenced. We are at the mercy of our employees who, for one reason or another, did not show for work.

  Should the customer wish to return we would offer him a discount, and a promise to expedite the work needed.

  Thank you