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:07/23/2024

  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 am a military service member, and when I write this letter, I am at ************* in the *****************. My 2009 **** Mustang GT was dropped off at the Maaco facility on 24 May 2024. I was informed that the car had been completed approximately three weeks later. A week after that notification, on 21 June 2024, I arrived to pick up my car. Multiple problems were identified.1.Masking tape was still on the front left turn signal.2.A significant cured drop of paint was just below the same turn signal. 3.Damage to the front bumper had been painted over without repainting the damage. 4.The front quarter panel bandages were removed from the car for painting and have not been reinstalled. 5.As requested, a hole was cut into the hood; however, the hood scoop to be installed was neither installed nor painted.6.At my request, the back glass was removed to facilitate painting the vehicle's rear, but it was rendered crooked. 7.Louvers for the back window and rear quarter panel windows were neither painted nor installed.8.The new OEM bumper was installed and panted, however: a.The bumper was not flush with the body b.A review camera installed at my request was not centered on the * access, making the installation look unprofessional. 9.A Mustang Detail Corral (***************************************************************) had apparently been removed and reinstalled, but bolts were missing, and it was no longer securely fastened to the trunk. These problems, except the detail corral, were brought to the attention of the attendance on duty, and I was informed that I would be notified when my car was ready. At this time, I am unaware of the status of my vehicle as the Maaco facility on *********** has been since 21 June 2024. I am highly dissatisfied with the service I have received and the overall quality of the work done if the level of paint I paid for was used. The general reliability of the work done is now in question.

  Business Response

  Date: 07/24/2024

  we have reached out to customer thank you for bring this to our attention 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22033420
  
  I am rejecting this response because:
  

  After specifying in the complaint that I am in ***** and that telephonic communication would be difficult recivied call on the 25th with a call back number that goes to voice mail when dialed. I have not made contact at this time. 

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

  Business Response

  Date: 08/05/2024

  working on address issues customer 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22033420
  
  I am rejecting this response because: While I was contacted by ******* with of Maaco customer relations. The shop that has my car has provided no updates or discernable atempts to contact me. At this time I am still unaware of the status of my car. 

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

• Initial Complaint

  Date:02/07/2024

  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.

  Job est. on 11/29/2023 paid $4,622.08 very poor paint job, many flaws, truck returned four times to correct mistakes and each time results were worse than before. 4 trips at 140 miles each, one simple repaint would have solved the issue; however, we kept getting the run around, very disgruntled with the whole situation,

  Business Response

  Date: 02/07/2024

  Due to factors out of our control with defective product we had to issue with product we had to repaint we have new product and have repainting we have reached out to customer  

• Initial Complaint

  Date:04/05/2023

  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.

  Brought my car in for repair after I was in an accident on November 7, 2022. I had front end damage, requiring hood replacement, bodywork, reinstallation of airbag, seatbelt, sensor repair / replacement. When my car was ready for pick up in January 2023, I went to pick it up and my gas tank was on empty. It had been full upon delivery. I was handed $40 and told that they didnt have time to look at security cameras. The $40 barely gave me 3/4 of a tank of gas. A week later, the skid plate fell off of my car, while crossing a dangerous bridge, causing me to have to drive it in to ************** for help. I was informed that aftermarket screws were used and it was missing numerous clips, which is why it fell off and was only kept in by one s**** It took me about three weeks to get this repaired. I never even got an apology. Since then Ive had to bring the car back in for USB ports that were not re-plugged in appropriately after repair, my middle console, where the gearshift, is, is full of scratches from Bondo dust that was also in my car when I picked it up. I was informed that they busted out the best that they could. Im not happy with us and feel that they should replace the consul since theyre the ones who damaged it. My hood and headlight needed re-alignment due to being installed incorrectly. My issue at this point, is that the last time they repaired the hood, allegedly, they caused more damage to the body of the car. I have reached out to them on six or seven occasions, asking for the manager, *** to call me back regarding this problem. I even reached out to my insurance company to see if they could help, but they could not. I need Maaco to either give me money so that I can take it somewhere else and have it fixed which is my preference since I dont trust them now., or they need to fix the damage and set me up with a rental.

  Business Response

  Date: 04/17/2023

  will reach out to customer 

• Initial Complaint

  Date:03/27/2023

  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.

  My vehicle was stolen from my apartment on Dec. 13th 2022. 2 days after it was found, transported to a tow yard where it awaited pickup to Maaco Bodyworks. My car has been there ever since, awaiting back ordered parts. I call twice, sometimes three times a week in the past month for updates on my vehicle and the backordered parts. For the past month, without fail, every time I call I have been told the parts are going to be delivered t+2 days from when I call and the car should be done within the week. After speaking with them again, today, March 27th, they tell me they are still waiting on my parts to come in despite telling me last week on Wednesday the 22nd that my car would be finished Friday the 24th. Before this, I called on Monday, March 20th looking for an estimate and was told my parts would be there Wednesday the 22nd I previously spoke of. This has been going on for weeks now, I've had no car for 4 months, they have no loaner car to offer me and my insurance only covered a rental for a couple of weeks. I am running out of options and need the issue resolved. The employees are also incredibly unprofessional, failing to keep me updated on the status of my repairs this entire time they have no reached out to me ONCE, and they also fail to return phone calls EVERY single time they tell me they will call me back to follow up.

  Business Response

  Date: 04/07/2023

  thank you for bringing to my attention will reach out to the  Customer 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19859009
  
  I am rejecting this response because: Nobody from Maaco has ever reached out to me first.
  
  

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

  Business Response

  Date: 04/14/2023

  thanks  for leting us know .

  Business Response

  Date: 04/19/2023

  talked to customer gave a update 

• Initial Complaint

  Date:02/01/2023

  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.

  See pictures

  Business Response

  Date: 02/02/2023

  Thank you for bringing this to our attention 

• Initial Complaint

  Date:12/16/2022

  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.

  Had my car painted three years ago at ***** in ****** ** and the first time never finished it the paint was thin and you could see light spots so I took it back up there and the painted it again but never painted it all leaving part not painted on the lower part and under the bumper in the rear and never cleared it all now they will not fix it right and more things like never taped my light sockets so now I have to have to try to clean them or replace them it has cost me $200 dollars every time I have to take it up there so far $1000.00 dollars the manager will not talk to me he has avoided me for four week and my car after they told me to bring it up it set out side in the snow and rain with no door seals it never has been out side in over three years

  Business Response

  Date: 12/17/2022

  Tell us why here... customer was talk to about a resolution and declined and wanted us to do extra repair that was not cover under warranty  

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18599717
  
  I am rejecting this response because: After numerous phone calls and being hung up on, ignored; no reasonable resolution has been accomplished to date. The vehicle was never painted completely and the job was unsatisfactory as well. ******* has made several round-trips to ****** **, as well as renting U-Haul trailers/trucks, burning time and fuel.  
  
  ****** Maaco continues to try and charge him additional money to finish a job they never completed or did appropriately.  
  
  Respectfully yours, 
  
  *****************************

  Business Response

  Date: 01/18/2023

  customer came in and was told we fix part that was under warranty and let him know again by showing him invoice that his rust issues was not covered let him know cost if he wanted done he declined 

• Initial Complaint

  Date:09/20/2022

  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.

  We took our truck in to get a painted on August 15th and was told that it would be done in a week. A week later we called to see if it was done, they had not started. They called back and said that the wheel fender broke when they were taking it off and we had to purchase another one. Instead of working on the vehicle while waiting on the new piece they waited for it to come in. We took it the new piece in and it took them even longer to start painting. When they said that it was done we went down and looked the paint job over. Their was paint all over the rubber around the doors and windows, they were suppose to do chip repair and they did not do it, there was paint drips on the door, the bummer was loose and the wheel fenders were loss as well. Scratches in paint, the wheel fenders were suppose to be painted black and they painted it the same color as the whole truck, had to repaint. When looking over the truck and the problems with ***** the ***** truck pulled up and he was more worried about getting the paychecks from ***** and dismissed us as customers. He said that he would fix the issues. We had to constantly check in with Maaco on progress. ***** said it was done again and when we went back nothing had been fixed. ***************** stepped in. Because they did not do the chip repair they did not charge us, they only reported the fenders.. We were getting so frustrated because it was 5 weeks had passed. They wanted the weekend to fix some of the issues and when we went in there was a s**** in the wheelwell hold it to nothing. They took it out. And we just wanted the nightmare to be done. The nightmare was not over, we left the gas tank 1/2 full when we dropped it off which is approximately 9 gallons of gas. Thinking we had gas driving home which was 5 minutes away from Maaco we ran out of gas and had to walk home. When my husband got home he noticed that several items had been stolen out of our vehicle, some of which were personal. Instead of 1 week it was 5.

  Business Response

  Date: 09/20/2022

  we address customer concerns at time of pick up wasn't informed of new info will reach out to customer  

• Initial Complaint

  Date:05/17/2022

  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 insurance company paid Maaco to repair the front of my 2017 ram **** truck after I had gotten into a accident. Six months after I picked the vehicle up from the shop I noticed the front right headlight wasnt seated properly in its housing. I contacted the Shop and told them about it and they said they would fix it but they will need to have it for a couple days. Because this is my only mode of transportation I cant afford to be without my vehicle. I asked them to pay for me to get a rental while they fix the truck since this situation is because of their error and they refused. I dont believe I should have to pay for a rental when this whole situation is because of the negligence of the shop. They fixed my truck around August of *************************************************** March of 2022.

  Business Response

  Date: 06/07/2022

  we have reached out to cusstomer