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Md. couple receives threatening, vulgar voicemail after posting negative business review

Ella May Rudd. (Photo: Joce Sterman/WJLA)

HAGERSTOWN, Md. (WJLA) – After what she calls a nightmare experience with a Hagerstown Maaco franchise, a Maryland mom did what you do these days: posted a review on Facebook.

Ella May Rudd says she spent two months trying to have her local Maaco make repairs to her car that she previously paid for.

In frustration, Rudd posted on the company's Facebook page.

“My attack was not personal. It was not against you; it was your business let me down,” Rudd said.

Then, she says, the owner contacted her husband, leaving a voicemail she considers threatening (listen to the message in the video player above).

“Scary, it’s intimidating,” Rudd said of the message. “Nobody should take this. You shouldn’t treat anybody like this.”

When Rudd contacted Maaco's corporate office to complain about her service and the message, she says she heard nothing back. So, she added the voicemail to her Facebook post.

What started as a post with only a handful of views has gone viral, with more than 178,000 views as of Friday afternoon.

Maaco's corporate office responded on social media by saying:

"We are deeply sorry for the experience that you had in one of our shops. Please know that this is not reflective of our brand standards or how we do business. We take this very seriously. We are addressing the matter with our franchisee. Our Customer Service and Executive Team, including our President, are working directly to resolve this issue and ensure we make this right for you."

The 7 On Your Side I-Team reached out to the corporate office and received this statement:

"The center is independently owned by a franchisee. At this time, that franchisee will be suspending the employee at issue from the center. The employee will attend diversity and anger management training while we continue to evaluate and determine next steps regarding his involvement with the company. In addition, the owner of the center has agreed to temporarily close the center in order to pursue customer care training for the team.

It is important to Maaco that all our customers feel respected and valued in every interaction. Again, we extend our deepest apologies to Mrs. Rudd and her family."

Rudd added the man who left her the message may also need a course on social media.

“It’s powerful,” she concluded.

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So for the last two months Maaco of Hagerstown, MD has been terrible to deal with, never calling when they had parts,...

Posted by Ella May Rudd on Wednesday, April 1, 2015
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