Complaint Review: Maaco Collision Repair and Auto Painting

We contracted for paint and trim work at Maaco Pearland 12/20/2014. We dropped of the vehicle on 12/21/2014. We retrieved the vehicle with not off of the work completed to our satisfaction on 5/4/2015!!

They expect us to pay for their mistakes. Mistakes that should have not happened if the installation had been done in an experienced professional manager. Instead of fixing their mistake, they ignored, lied and delayed from 2/6/2015 until 5/4/2015.

I can not recommend anyone doing business here. They don't stand behind their work locally or nationally. They would rather keep your car until you get fustrated and "go away" according to their local manager. They don't deserve anyone's hard earned money. There are alot of better paint and body shops around. Shop around. Find someone reputable. I'm sure its not this organization.

The details:

We had provided fender flare to replace the rusted original factory trim. The truck was not supposedly finished until 2/6/15. We photographed the loose trim and notified the manager before we left. He said that we could bring it back at a later date and that they would check it. The trim parts did not stay on the vehicle. They literally fell off within a few miles of leaving the shop.

Called the trim part vendor and had a conference call with the manager at Maaco. The trim vendor stated that the installer at Maaco was supposed to use screws to attached the trim. This is supposed to be standard for this type of installation. The manager at Maaco first said that there were no screw and when challenged about why they only used the weather stipping to attach the trim. They then said that the instructions did not mention any screws. The trim vendor stated that he would replace the parts at no cost if Maaco could produce the instructions that instructed the installer to only use the weather stripping to attache these trim parts. The trim vendor stated that any competent professional installer should have know that screws should be used, especially if the trim was loose at the finish of the job. At the end of the conference call, the manager at Maaco was supposed to call the trim vendor back in three days to determine whether or not he had the instructions or the screws in question.  The trim vendor number was provided during the call and I emailed it to him right after the call. After two weeks, I called the trim vendor and he stated that he had not received any messages or calls from Maaco. After calling Maaco and getting a series of finger points and excuses, it was clear than nothing was done.

I called the Maaco national customer service number and a concern file was started. They local Maaco manager called back after 3 days and blamed the trim vendor. It was clear that the Maaco manager did not want to purchase another set of trim parts to replace the part that was lost due to the improper install by their installer. He them said that we never called the trim vendor because he didn't have phone number dispute having it at the conference call and recieving it by email. He claimed that the problem was a product defect and had nothing to do with the installation.  After spending over $2000 on work at the Maaco, I was not happy that he was refusing to stand behind his work for a $235 kit.

I called Maaco national again and was told that my case was escalated to corporate. I was given a number for Jaclyn at corporate. I called it and it was a mail box that was not accepting any messages. I called the national number again to tell them that the mail box was not accepting any messages and was hung up on.

I called the office of the national president of Maaco, Jose Costa and spoke to the secretary that put me intouch with Chris Brown in the executive office. He listed to my problem and promised to get a resolution and call me back.

In the end corporate was no help. We retrieved our vehicle on 5/4 with out getting the trim parts replaced or fixed. I would never do business or recommend any one I know do business with this store or any other for that matter. Their local and national customer service is the worst that I have encountered anywhere to mention that they had my care for almost 5 months.