March, 2024. I went to Maaco for quote on having the cab (4 Door) only of my Truck painted. Main reason is due to the continuous sun burning that to the clear coat and paint, here in the southwest. Initial quote was about $2500 and then the quote was $3100 to include the box which is now the whole truck being painted (less the cap covering the box). The quotation person pulled what I would call the stunt of: “If I don't commit to the work the price would not be honored if I leave and come back”. I accepted the quote (which closing enough to what I was expecting to pay) and scheduled for March 18, 2024 8 am drop off and the work was to be completed 3-5 days.
Day, 2024. I drop off the truck at 8 AM and when I requested confirmation of the 3 to 5 days and I was told it would be 5 to 7 days. I received a call from Maaco near the end of the day claiming additional issues were found and they now want to 5-6 hours of labor. I said no.
Day 7, 2024 I receive a text that stated: “Thanks for choosing us! We hope you enjoyed your service.” This indicates work is complete except I received no phone call indicating so. I called and was told it's in sanding and not ready. When I questioned the text message, after a long silence, I was told no idea why I got that text.
Day 9, 2024 (5 to 7 days have come and gone). I called to find out what is going and I am told there was a delay with the vehicle in front of mine (no I don't believe what I am being told). So when will it be ready and I am told Noon March 28, 2024. I said I would be there at Noon.
Day 10, 2024. I get a call from Maaco telling me there is a “slight delay” and it won't be ready. Now it will be ready March 29, 2024 at Noon. I explain to the individual calling that we are well beyond “slight delay”. 7 days were up back on Tuesday at Noon. I also informed this individual that if I was told this would be a 2 week process I would have scheduled differently. I also indicated I would not be able to get there at Noon due to other commitments.
Day 11, 2023. I called at 3:15 pm to verify my truck was ready and I was connected to a message system and was told I would get a call back. I called again at 3:30 pm and was told my truck was in the oven. I said it was told yesterday it would be ready at Noon today. I stated I would be there at 8 am Saturday to pick it up.
Day 12, 2024. In the attempt to pick up my truck I was told it is not ready (I believe by the manager) and that I was supposed to have been called and told it would not be ready. I was informed that the ongoing delay was due to a paint problem (some new paint was being used) related to Sherman-Williams. I was shown my truck with the painting complete and was told it would be ready Monday at 10 am. There has been no explanation as to why after a full week, it was finally being sanded on March 25th (the only collision work was for a few minor dents/dings). There was also a comment about not being able to mask the windows between the rear cab window and the truck cap window. Clearly a lack of knowledge and experience, the window of the truck cap folds into the cap so both the rear window of the cab and window on the cap can be cleaned.
Day 14, 2024. Picked up my Truck today which is 15 calendar days and 10 business days (refer to times recorded in the March 18th entry earlier). Did a walk around look at the paint job and minor repairs that were addressed. After paying the balance, I questioned the warranty and has handed your warranty information card. I was told 4 years while the receipt and initial discussion back on March 8th was 5 years. So was the incorrect paint used? Did I pay for the 5-year paint and the 4-year paint was applied?)
After leaving there was a definite paint odor inside the cab. Looking around I could see paint dust everywhere. I had to vacuum the entire interior and clean all the plastic/vinyl surfaces. I also discovered all of the masking was not removed from the rear window, cap window, satellite antenna on the roof, etc. Masking was also not very good as I had to clean paint off door handles, truck cap window (apparently they could not figure out getting it masked), mirror and black fender flare. I called Maaco and was put on a “brief hold” and a hung up after 10+ minutes due to no response. Not surprised that no one called back!
Day 16, 2024. Cleaned the Cab Rear Window and the adjacent window in the truck cap. Both outer-facing surface had to be scrapped with a razor blade to get the paint off. I also discovered today that overspray is on the sunscreen for the windshield. This means that one or more windows and/or doors were open during the painting process. The word frustration for this experience is an understatement. Probably better described as a living nightmare. Based on the length of time my truck was in Maaco's possession, I should be raving about what a fantastic, highly detailed job that was completed.
Day 20, 2024. I contact Corporate through email and have had no response. This is the new customer service in the 21st Century. Better NOT get Maaco!
