12220 Riverwood Drive, Burnsville, MN | Directions 5533744.78567 -93.26114
Monday: 8:00 AM - 6:00 PM; Tuesday: 8:00 AM - 6:00 PM; Wednesday: 8:00 AM - 6:00 PM; Thursday: 8:00 AM - 6:00 PM; Friday: 8:00 AM - 6:00 PM; Saturday: Closed; Sunday: Closed
I am writing you to let you know what horrible customer service I received at the Burnsville, MN Maaco Collision Repair Center. This has resulted in being overcharged $168.60, which the owner refuses to refund me.
On Sunday evening, October 27th I dropped my Honda CRV off at the Maaco location, leaving my keys as instructed in the drop slot. I returned to pick up my vehicle Monday 10/28 at 4:30pm and was informed that the work on the vehicle had just started. At no point did anyone at Maaco say they would be keeping my vehicle for more than that day, and never said anything about multiple days or even over night.
The Estimator (Larry) spoke with the Owner, Chuck, and he said there was a corporate promotion where Maaco would give a credit off the invoice, up to $125, for the cost of renting a rental car. Larry told me the daily rental rate would be approximately $30/day and he also said my car would likely be ready by the end of the next day, so it would only be a $60 charge for the rental.
I was called at 4:00pm on Tuesday evening (10/29) saying my vehicle was ready. I work until 5:30pm, and would not be able to make it to the Maaco shop by the time they closed at 6pm so I said I would pick it up the next morning. I was told I would be charged for a 3rd day on the rental car, which would bring the charge to $90.
I picked up the car at 8am Wednesday morning. Larry instructed me to leave the rental car with them and they would return it to the car rental place (Budget).
I was given a $90 credit off my invoice for the body work done on my vehicle.
I received my credit card bill and saw the car rental charged me $258.60. I called Maaco twice, 11/18 and 11/20, regarding the difference in the credit they applied to my invoice and what I was charged. I spoke with Larry both times, and he said he had not been able to get a hold of anyone at the car rental place.
I called Maaco again on 11/21 and spoke with Chuck. He said the issue had nothing to do with him, it was really between the car rental business and me. I said I would call the car rental place and see what happened, even though I felt it was his responsibility to correct the discrepancy, since the agreement was between Maaco and Budget on the pricing of the car rental.
Mohamed, the owner of Budget, informed me the rental car was not returned to him until 11/1 at 3pm, over two days later from when I dropped it off on Wednesday morning, 10/30 at 8am at Maaco . I was personally charged for those two extra days!! He also informed me that the $30 rate that Maaco quoted me was simply the base rate, and didn't include rental surcharges, insurance, or taxes. All combined, the daily rate is actually $51.72. In total, I was charged $258.60 but only received a credit of $90 off my invoice. Chuck told me that he gave me a good discount on the body work and I shouldn't expect him to give me anything more.
Chuck was extremely rude and belligerent with me on the phone today. He told me it was my fault for thinking the body work would be completed in one day (when no one told me otherwise). He told me it was my fault that Budget charged me more than what his staff quoted me, and I should take it up with Budget, not him.
I feel it was Maaco's responsibility to verify the daily charge before finalizing the credit off my invoice. Had they done this, they would have known there was a discrepancy between their quote and what Budget would charge. Maaco should also be responsible for paying for the 2 extra days they did not return the rental car, when it was under my name and I was personally charged for it. Maaco should also be responsible for the related insurance, surcharges,and taxes. Had they initially communicated to me when my vehicle would be available (and not assumed they could keep it as long as they needed to to fix it) this entire event could have been avoided.
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