Brent W.
Horrible customer service
First off, I’ll take some responsibility for this experience. However, there is a big difference between being a customer and being a manager, and I think that distinction was completely lost here. I’m restoring a 1980s Club Car golf cart and took three body pieces to MAACO to have them painted. When I dropped them off, I specifically said, “Paint it to where I can sell it.” I wasn’t looking for a show-quality paint job or anything special. Just a decent, presentable finish. Apparently, that was asking too much. When I picked up the pieces, they initially didn’t look too bad. However, while inspecting them, I noticed they had painted right over an old AAA sticker rather than removing it. When I questioned an employee, I was told the sticker had been removed and that what I was seeing was simply the condition of the body. I didn’t argue. I figured I could cover the area with another sticker and move on. Then came the bigger problem. The freshly painted body pieces have been sitting inside my house, on a bed in a spare bedroom. While looking them over, a small piece of paint literally fell off. No impact, no abuse, no installation damage. The paint simply came off. I returned to MAACO and politely asked the employee at the front desk whether this would be covered and if they would take care of it. Rather than simply acknowledging the concern and offering to inspect the problem, she went to speak with the manager. From the back room, I could hear the manager say, “Paint doesn’t just chip off.” Really? Because improper surface preparation, cleaning, degreasing, or sanding can absolutely cause paint adhesion problems. You would think someone in the painting business would understand that. The employee returned and told me I would need to bring the piece in. Fair enough. I confirmed what I had overheard and commented as I was leaving that paint absolutely can come off when the preparation isn’t done correctly. I walked outside, got into my vehicle, and here comes the manager into the parking lot, apparently looking to continue the disagreement. Unfortunately, what should have been a simple customer service issue turned into an unnecessary confrontation. During that exchange, the manager made a point of telling me he had been in the painting business for 26 years. That’s great, but experience means very little if you can’t demonstrate basic customer service or stand behind your work. Here’s what bothers me most: I paid $1,100 for this paint job. I understand that I requested a basic finish because I intend to sell the cart. But requesting a basic paint job does not mean I’m agreeing to poor preparation, questionable workmanship, or paint that doesn’t properly adhere. And here’s the real kicker: I wasn’t asking for a refund or demanding that they repaint everything. I simply wanted them to address a small area where the paint had come off. Instead of a little understanding and a willingness to help, I got attitude and defensiveness. $1,100 is a significant amount of money for most people. I don’t think expecting a paint job that stays on the vehicle and a manager who treats customers professionally is unreasonable. MAACO has been around for decades. I expected better workmanship, better customer service, and a company willing to stand behind its product. Unfortunately, that wasn’t my experience at the Kennewick, WA store