ComplaintsforMaaco

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial transaction April 2, 2024. Two other transactions thereafter dated April 29, 2024 and May 28, 2024, Maaco Auto Body repaired my car 3 times without satisfaction. I have communicated with the entity each time except the last occurring June 17, 2024 when the front grill and another metal part flew from car as I was driving. This incident almost resulted in tragedy. At this juncture, I fear driving a car I feel is unsafe due to botchy repairs by Maaco.

  Business response

  07/18/2024

  The customer originally brought the vehicle back for a misaligned left fender and the grille. We remedied these items at the time. The second time she brought it back, she was not happy with the grille (we replaced new from Buick), the emblem and the weather strip (bought new from Buick and installed). We remedied all of these items for her with 0 charge and all new OEM parts. We are unaware of any parts that have flown off her car, which we would be happy to remedy if it falls within our workmanship. In addition, any other dissatisfaction as it relates to our work falls under the "Accepting Your Vehicle" portion of the warranty which reads the customer has 5 days to look (or relook) over their vehicle and contact the shop either by phone or in person. "If such arrangements are not made, we will assume the repairs received were satisfactory, and on the specific workmanship and material warranties listed below are acceptable". Because we are outside of this window, the customer has accepted their vehicle. Please reach out for anything that does relate to the warranty and we are happy to assist.

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not accept the response of the business. Inasmuch as, there are more than one inaccuracies of their response. On two different occasions, ************************************* insisted certain parts placed on the vehicle were new. However, on one instant he cited that the part was from a junk yard and that he would have to secure approval for new parts from the adjuster. I have been in communication with the adjuster throughout this botched vehicle repair. She states she has not heard anything further from the business after the first repair. 
  My automobile was repaired unsatisfactorily  April 2, April 29, and May 28, 2024. Each time I communicated my concerns.  The third attempt seemed to be satisfactory. June 16, 2024. I was driving and heard a loud metal part fall from the vehicle. I had to pull off the highway. I could not retrieve the missing part due to oncoming traffic. Arriving home I found the new grille hanging from the vehicle. Apparently, poor workmanship had not secured the part.  To date, I have not communicated with the business regarding this last episode which could have ended in tragedy. At this juncture, I am afraid and fear for my safety driving the vehicle. I don't have any awareness of their 5 day rule to cite my concerns. I have been vigilant in communicating with them in-person. Due to the fact they don't answer my phone calls. They never ever called to inform me when the vehicle was ready for pickup. 
  
  Regards,
  
  *******************************
  
  
  
  
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************** and I drive a **** Lexus gx470 suv. When I first bought the vehicle the paint job was great then after a few months I started to see the paint chipping really bad. I read on many Lexus forums this is a common problem with this particular paint cypress ***** metallic. My vehicle runs extremely well but looked very bad. So I saved my money for months to have my truck looking like new again so I set up an appointment at the *********** location in ********, **. It took a week for the paint job to be completed, but when I arrived I was very disappointed. From a far you can see the vehicle was very white with very little if any ***** or flakes in the paint job. Now when I get closer to the vehicle I notice some major flaws on the front of the hood were paint chips and where it was slightly corroded was painted on top of the flaws. Then I walk to the front top left fender it was real gritty they actually never sanded the surface and painted over dirt. Yo can feel the paint was some what smooth but not a good quality, also behind the door handles were very rough when pulling the door handle. One of the emblems on the back was put back on crooked and there was over spray on my tires and on the black trim by the windows in many spots, and over spray on the front grill and left front headlight. This is a very rushed low quality job, I am not satisfied and this is not a factory like paint job. I worked and saved up to get my truck looking great but I do not trust they will get the paint job right the color is way off and its not no where near worth what I paid. The guy that helped ** in the office upfront had no problem helping take care of our complaint about the paint job, but the vehicle is not right. I want to know what Macco can do for me because its so bad I feel like this low quality paint job isnt worth anything. I hope you can sympathize with me because its not right and unfair to pay for it. Please reach out **************************

  Business response

  06/06/2023

  Customer had orginal complaint which was filed. We remedied all all of these complaints and she picked up the vehicle on 5/10/2023. She has since found other issues that she would like us to resolve and she is scheduled to bring the vehicle back on 6/12 for 2-3 days.

*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. ↩