Complaint Review: Maaco - East Brunswick New Jersey

My boyfriend and I come to this Maaco for everything. We spent a few thousand dollars doing work with Maaco, and now the owner has changed and the problems begin.

My AC stopped working this past Saturday. The temps were over 100 degrees. I called Maaco to tell them the work they did after my accident, including charging my AC is not working and needs to be fixed, but I will need for them to give me a rental in the process (I have NO other mode of transportation to work). Mike, the new owner's son, says "sure no problem come Monday"

Monday I call to remind them I'm coming, as I always did when I had an appointment. First they didn't remember me, and secondly they told me again that I would be completely taken care of, to not worry. I also informed them that Tom and Bo (previous owner and asst) knew that a paint job they did for me is peeling badly. Again, "no problem."

So I get to Maaco, and the son assesses the damage. My clear coat is peeling (I do not have an invoice # on my invoice for the paint job but I can fax it to you). I tell Mike, the son, that it kinda sucks that they have to pay for my rental as a result of shoddy work. Mike says "no problem we'll do whatever we can to keep our customers." Very nice guy, but this gets worse.

He calls Enterprise, and they come pick me up. When I get to the rental store, they want my credit card, which I do not have one anymore. I tell them Maaco is paying for the 2 day rental. They call Maaco and the owner tells them "no we're not paying for it."

This is where I am seeing what's going on.

The owner says he has to call Tom (old owner) to see what the policies are. I say to him "but Tom doesn't own it anymore, what does he have to do with this?" But after hearing "I understand I understand" about 20 times with no approval for a rental, I'm feeling lied to.

So I end up having to have Enterprise drive me back to Maaco, to pick up my non working car, because this new owner will NOT give me a rental, saying it's not Maaco's policy. I told him that Bo always gave me a rental, whenever something Maaco did went bad (like when my radiator broke twice due to a aftermarket part). I tell the owner "Look, I'm a customer who is a repeat customer. My boyfriend and I spend A LOT of money here because the work was always good. Now I have a problem and YOU don't want to help me? Why do I have to shell out ANY money due to Maaco's screw up?" It ended with me walking out and driving home in my non AC car with peeling paint in two spots.

Thus far: As soon as I filed the above complaint with Maaco corporate, my phone rang. They tried to convince the old owner to pay for the rental, but ultimately it's up to HIM and HE says NO. So I will NEVER patron Maaco again!

The current owner Sam knows this paint and AC has to be fixed. He has offerred to come in on Sat and Sun to fix my car on his time, since Tom is being this way. THAT is much better customer service, but I still am done with Maaco.

Monchere

Old Bridge, New Jersey
U.S.A.