November 2020

Dear CEO of MAACO, franchisee Owner and Manager of MAACO Paint in Littleton, CO on Blakeland Drive.
I interacted with approximately four of the employees at this location, two salesman, shop foreman and briefly with an Office Manager

My decision to hire MAACO to paint my car was ultimately filled with disappointment and despair after expecting the “GREAT” paint job verbally guaranteed by the salesman.

The morning I retrieved my car from MAACO it was parked in the lot covered in gravel dust. The salesman met me at the car and immediately swept his bare hand over the hood and trunk areas.

I told him at the time he had scratched my car on the hood and trunk by his actions. He stated he was not aware of the damage he did by wiping his hand across the dusty painted surface. Photos were taken of the damaged areas.
The paint MAACO applied to my 2000 Honda Accord left small globs of a foreign matter on all four door panels and fenders. When I inquired about the “extra” blobs of paint the salesman said it was from foreign matter in the paint. When I asked the shop manager about the many imperfections in the paint job he stated, “The many globs of paint on the car came from dust in the paint booth". The left front fender was obviously not painted properly and looks like alligator scales, photos were taken and presented to staff. This area pointed out to staff was dismissed by them with prejudice completely ignoring my request of repair and/or replacement. The two employees stated the company would do nothing to correct the globs of paint all over the car, and an essentially un-painted fender. Additionally, I paid for sanding and prep work to remove all scratches and dings from my car, all small in size, less than a ½ inch in diameter. MAACO did not provide sanding and/ or prep work as the small existing dings and scratches were visually apparent after application of the paint and clear coat. Before the paint job the salesman stated and promised the scratches and dings would not be visible after completion of the paint job as I had paid for the service. I am very disappointed in the paint job from MAACO which I saved for and waited many years to have completed. I let the salesman know of my displeasure after my thorough inspection of the vehicle at my own shop. I returned shortly after inspection to show the workers the quality of work which they was provided.

My MAACO salesman stated to me, “Sir, if you wanted a “GOOD” paint job, you should have gone go to a paint shop who does good work and charges $4000, all MAACO does is put paint on cars”. Lots of pride in their poor workmanship, wouldn’t you agree? Statements to me by the salesman and the shop foreman indicate the lack of customer respect and their own low opinion of the quality of the work performed by the independently owned MAACO. All in all, a very bad and frustrating experience doing business with your employees and business.

As relief I would like the car sanded and the matching paint completely re-done to a suitable professional finish, sans globs of paint due to poor paint quality and/or dust from the paint booth, as stated by your staff. The left front fender was only partially finished, the first time around, and requires repainting and finishing.

The members of your staff which I spoke to directly, two salesman and a shop foreman, teamed up on me and were very aggressive toward me, in my opinion. They are obviously not proud of their work product or your company, which is independently owned as pointed out by your salesman.

I would be happy to meet with the CEO of MAACO, Store Manager or the Owner of Littleton MAACO.to review the paint job. I would like to work with the management team to resolve these matters and close out this experience. Time is of the essence, I hope to hear from you soon.