Complaints

This profile includes complaints for Maaco Collision Repair & Auto Painting's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Maaco Collision Repair & Auto Painting has 2 locations, listed below.

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  Maaco Collision Repair & Auto Painting

  6117 N Lindbergh Blvd Hazelwood, MO 63042-2806

  
• 

  Maaco Collision Repair & Auto Painting

  1510 Progress West Ln O Fallon, MO 63366

  

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:04/02/2024

  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.

  This body shop ruined my front bumper. It is still misaligned after taking it back twice for them to fix their mistakes. I no longer feel safe working with them. ***** yelled and streamed that they can't do anything to fix it. The bumper will just have to look like that and it must be bent from another accident. This is so inappropriate and a lie We have images from when we dropped the car off. ***** called me a "Fucking Bitch" over the phone. I have never experienced such unpleasant and unprofessional behavior. At this point I just want a refund for messing up the bumper.

  

  Business Response

  Date: 04/22/2024

  In response to this complaint, I had originally responded to this via the link but apparently you never received it. I received a phone call on April 16, 2024 form your company about it and promptly sent, via US mail, a certified copy of the response along with quite a bit of "evidence". Today you call me again and say you have not received that, either. The amount of information I have will not fit within your perameters. That being said, When *************** first brought her car to us for repairs, she asked if we could reattach her front bumper because it did not fit properly. We were doing an insurance paid repair for her at the time. The bumper was pushed out under the headlights and along the sides where it meets the fenders.

  She brought the car back to us for some warranty work and again asked if we could reattach her bumper. We took the bumper off and discovered quite a bit of previous damage both to the car and the bumper itself.. We did try to reposition it but could not get it to fit. We took pictures of the damage, which I have sent to you in the mail and when the husband came back for the car, we tried to tell him about the underlying damage but both he and his wife accused us of damaging the bumper. Prior to them bringing the car back for warranty repairs, I had several phone calls from ***************. I admit I was frustrated with her and, thinking I hung up the phone, Called her a f.. b**** She called back and was justifiably angry. I apologized. She was right. 

  We did not damage her bumper. We tried, without any charge to her, to fix the problem but there is too much damage from another incident for it to fit properly. We have offered to show them the pictures of the damage but they refused. 

  There was nothing on her insurance estimate that required us to fix or adjust her front bumper. We did that out of courtesy. Again, she was never charged for that. If you want me to resend all the paperwork and pictures again, please let me know

   

• Initial Complaint

  Date:03/19/2024

  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.

  My vehicle, a 2019 GMC Acadia, recently underwent repairs at Maaco. I am highly dissatisfied with the quality of the repairs.Upon inspecting my vehicle after the repairs were completed, I noticed several issues that are simply unacceptable. On March 19, 2024, I arrived at Maaco to get my car after a two-week stay in their body shop. The man who completed my original estimate was there when we arrived. After two weeks in the body shop, my car looked worse in areas than when we dropped it off for repairs. The front bumper is falling off, and the door has dents and does not adhere properly. The vehicle's hood is damaged, and a rear scratch has not been repaired. ***** was the representative who took the estimate and helped us as we paid thousands of dollars upon pick up. Upon inspecting the car repairs, we noticed the car door and bumper were not attached fully, and there were still scratches on the rear. ***** acknowledged that it was not right and said that he could not help me; I would have to speak to the owner. ****** was paid almost $6000.00 for the repairs to my vehicle, which looks horrific. It was often worse than it looked when we dropped it off. I am asking Maaco to make ALL necessary repairs to the body of my vehicle and pay for a rental/loaner car while the car is in the body shop. The customer service has not been excellent, and now we are inconvenienced. As a customer who entrusted my vehicle to **********************'s body shop for professional repairs, I expected a level of craftsmanship and attention to detail that, unfortunately, was not reflected in the work done on my car. The subpar quality of the repairs not only reflects poorly on the establishment but also raises concerns about the competency and integrity of your technicians.

  

  Business Response

  Date: 03/20/2024

  This was an insurance claim which the customer filed using our original estimate which we provided. She says that damages were not dot repaired to her rear bumper. Neither our original estimate nor the estimate from the insurance company provided for repairs to the rear bumper, only removal to facilitate repairs to the quarter panel. While the vehicle was in our shop for  2 weeks, some of that time was waiting for delivery of necessary parts for her repairs. As everyone is aware, there is an overall problem of getting parts for vehicles because of supply issues. We cannot control that. If the customer wants to complain to the insurance company about the damage to the rear bumper, and they approve repairs, I will be very happy to fix that issue, but they have to approve it. I am sorry that the customer is not satisfied with the repairs. I will be very happy to address these issues with her and resolve any problems. I understand she was asked to bring the vehicle back so we can see what the issues are and get them taken care of. 

  Customer Answer

  Date: 04/02/2024

  Maaco made an attempt to fix the damage they caused to the vehicle.  When I picked it up today,  I was informed that they were not able to align the front bumper.  **** called me a "Fucking bitch" and I am appalled as I have never experienced such unpleasant and unprofessional behavior.  I am asking for a $700 refund for damage to my front bumper that Maaco caused and that Maaco is refusing to fix.