Complaint Review: Maaco Collision Repair & Auto Painting - killeen Texas

On 09-09-2009 I bought a presidential paint job, prep plus, and a full clear coat. Also repair damage to left quarter panel by taillight, remove and install rear bumper and repair a small dent  (where somebody leaned against the car) to the right quarter panel beside the taillight. The hood was reconditioned and both headlights were polished. I paid $1,571.94 for this service.

I picked up my car on 09-16-2009. My car looked and felt like an orange peel. I was told by Ryan Gaspard that I needed to have my color sanded and buffed for an additional $250.00 Also my headlights had small hairline cracks all over them. And my left headlight had a very hard piece of residue on it that wouldnt come off.

I agreed to the color sand and buff and asked about the headlights and he said he couldnt do anything about it. He claimed the cracks were from the heat. There werent any cracks in my headlight before. The owner had me pull my car into a bay and repolished the left headlight and was able to remove whatever was on it after about 20 minutes of polishing.

I was told to wait about a month and bring the car back because the paint needed to harden. I brought the car back on 10-19-2009 and was told it would take a few days. I picked up the car on 10-21-2009 it was cloudy and overcast so I didnt notice anything unusual. The next day the sun was shining and my car had deep swirl marks all over it and the rear by the license plate still had that orange peel look to it.

I immediately brought my car back and complained to Ryan about it. As we were in front of the shop looking at the car an employee came out from one of the bays and said tell him to pull it in here and Ill take care of it without even hearing our conversation. That person knew that the car shouldnt have been delivered like that. I had to pull my license off so they would redo the area that still looked like orange peel. . That person knew what was wrong and I guess they thought I would overlook it or not notice it.

I was told it would take a few hours to rebuff my car. Several hours later they called me and said the car needed to be repainted in several areas because the paint was to heavy I was again told they would call me in a couple of days when it was completed. Well, they called me and said I could come pick it up.

I picked up my car and it looked even worse than before, it now had more swirl marks on it and the right lower side had a scuff mark about 4 inches long .On top of that there was buffing glaze all over the windshield, rear window, side windows, and in the lining of my hood and trunk .My car was also covered in dust. I couldnt believe they would deliver a car looking like that.

Ryan told me I needed to wash and wax the car and that would get rid of the swirl marks.  I told him I paid $1,837.46 for this and youre telling me   I need to go and wash and wax it. His response was yes. He then said thats all we can do for you. I replied thats why I charged this on my credit card in case I had to dispute it. I was issued a temporary credit to my account with a pending investigation.

The owner wife counterarguments were that I wiped my car with dirty old rags and caused scratches. There arent any scratches on my car just deep swirl marks. My car remained in my driveway only gong to and from Maaco. The person who color sanded and buffed my car didnt know what they were doing and needs more training.

I posted a comment on Maacos website and should have known they wouldnt post it because it was negative. I guess they only post positive comments. Im glad I found this site to do this. Im a local from this area for the past 35 years and word of mouth travels fast. 

Bruce from corporate office contacted me and he referred me to the Waco location. I spoke with Gary in the Waco store and agreed to bring my car to them to repair Killeens sloppy work. I took my car to the Waco location on 11-30-09 and it took them about 4 hours and my car looked completely different. It looked brand new. Like an O.E.M. paint job. I commend Waco for doing a fine job and resolving this issue.

I wouldnt recommend taking your car to the Killeen Maaco nor would I ever refer anyone to them. Its worth the extra drive to Waco and well worth it.