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  • As someone who has worked in Service industries for most of my life, you often get a better idea of how good a company is when something goes wrong than when it goes right. This Maaco location is a perfect example. When my girlfriend's Honda Civic was involved in a hit and run in a parking lot, we had to get it fixed. The cost of the repair was less than the deductible on her insurance policy, so we had to fix it ourselves. We brought it to Maaco, and they fixed it quickly. The work they did was great, and the rear fender looked brand new when they were done...but the inside of the car was messed up pretty badly. There were some deep scratches on the plastic piece surrounding the door, and a few fingerprints in white paint on the steering wheel and gearshift. We talked to the manager, who was incredibly apologetic and immediately went about making it right. Without even discussing it, she said, "This will not do. I'll replace that trim and we'll get these cleaned up right away." She had her guy remove the paint marks immediately and called us the next day to let us know that the trim had been ordered from the dealership and should be in within a few days. When the trim came in, she called to let us know that we could bring it in whenever worked for us and she would squeeze us in around her other appointments. The trim looks as good as new, and we are very pleased with the overall experience. A simple apology and making it right is SUCH A SMALL THING, and an easy way to save an unhappy customer, but so many companies these days don't get this simple rule. Mistakes happen, and most of us are completely understanding as long as you as a company own it and make it right. We will use Maaco again soon when we are ready to repaint my Mustang.
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