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:03/04/2023

  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.

  We dropped off our truck at the Maaco ********* location Sept. 19, 2022 and bought the Platinum Paint package; it has a 5 year warranty. We were told it would be 4 to 6 weeks to do the work. Oct. 3, 2022 I took photos of my our truck all sanded down and prepped for painting. My call log proves we regularly checked on when we could pick up the truck. They kept it almost 13 weeks! We were made to wait until 5:00 or later on the night of Nov. 30, 2022 to pick up the truck. We drove it to the ****** Marine Barge Line in ******* and paid over $1,800.00 to ship it home. "Micro blistering happens when overcoating too early, especially in cold or humid conditions, does not allow the evaporation of thinner - this entrapped thinner eventually forces its way through the topcoat causing micro blistering. This may not occur until sometime after painting." I can document everything. I have sent Maaco all my documentation including a letter from the owner of *****************. They are a car / truck repair shop on our little remote island that works on brakes, mufflers, etc. In his letter he describes the damage done to our truck. On the phone to me Maaco said he was not credible if he did not paint trucks himself. I asked a few folks on the street to witness what they saw and felt. Maaco was still unmoved. Not only is our truck's paint job ruined but soon the blisters will pop, pull away and the truck will begin to rust. The very thing we tried to avoid ever happening by getting it painted in the first place because it was in such good shape. We will be out considerable amount of money to barge the truck to and from a facility that can do the job correctly. We feel they should cover that cost in addition to paying for the paint job being done right. How can I email or mail all this documentation to you? Can you help? Thank you, ******* & *************************

  Customer Answer

  Date: 05/02/2023

  Dear BBB - I was unable to add items to my response without timing out when using the code you sent me so, I am emailing as advised per phone call to BBB.

  I REJECT the response from MAACO to my complaint.  They know I cannot spend over ******** just for them to look at the damage they have caused.

  If, as he stated they do not know how my paint job got ruined at they painted it at their shop then they must not understand how to properly paint vehicles.

  Now I will have to barge my truck from ********** to ****** to get the job done properly.  The PAINT SHOP there will have no doubt what they are looking at.

   

  Shame on Maaco.  I reject their response.

   

  Sincerely,

  ***************************

  complaint # ********

  

  Business Response

  Date: 05/02/2023

  ************************* called and made her appointment date for her truck to be painted over the phone from ****** before we saw her truck in person.  At this time, she was told her truck would be here probably around 6 weeks, but until we saw it in person, we could not give an accurate time frame. The information she gave on the phone indicated she needed a fresh coat of paint and minimal rust work. When she dropped off her vehicle there was a lot more work requested than was previously discussed. She wanted parts replaced, bed liner sprayed etc.. This caused the process to take longer. She has sent us photos of the issues on the paint on her truck. We are unable to pinpoint what the issue was caused by unless we see it in person. We have told her that if she brings her vehicle back to have us inspect, we will be more than happy to help resolve the issues if they are workmanship related. She believes we are responsible for the transport fees to bring it back for us to inspect. Nowhere in our warranty does it state that in that case we would be responsible for transport fees. Unfortunately, a letter from the owner of ***************** does not help inform us of the cause of the paint issue in this situation as they are not in the automotive paint industry or can provide any expertise on automotive paint. The manager is happy to meet her in ******* with the representative from the paint company to inspect her truck.  

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19540740
  
  I am rejecting this response because:

   

  They did an awful paint job and it blistered.  They have ruined my pain job and all those blisters will now rust.  My truck was rust free before MAACO except for

  a small spot on the rim of my bed.
  
  Sincerely,
  
  ***************************