Euro-Speciality, Inc.

I have reviewed the response offer made by the business in reference to
complaint ID [redacted], and have determined that this proposed action would not
resolve my complaint.  For your reference, details of the offer I reviewed
appear below.
I would like to thank [redacted] for taking the time to read and respond to my
complaint.  Some of his statements I agree with and some I do not.  I
will go through each and explain them in further detail. 
I agree it is a lot of paper for such a simple bumper replacement.  I am
doing this in hopes to help others in the future. 
[redacted] is correct that it was a small stone chip.  As soon as I saw this I
pointed it out to [redacted] and didn't review the car any further.  I
understand accidents happen and even though I was upset that it happened I
didn't make too big of a deal about it and left my car for them to repair
again.  Euro Specialty did "get" the rental car back.  They
called them but my insurance was forced to pay for the rental car again due to
Euro Specialty's error.
I have no knowledge that your employees refused to talk to me.  I did
speak with two of them on multiple occasions but all they ended up telling me
was what I was asking they didn't have the authority to do and said I would
have to speak with you.  They gave me your email address but would not
give me a phone number to reach you at. 
After my second round of issues my so called “demands” arose which I do not
feel are unrealistic.  I simply said that you all would need to stay open
about 30 minutes later or allow me to come by on Saturday.  Euro Specialty
would not offer either of these options.  Euro Specialty lists being open
from 8am to 5pm Monday through Friday.  If his employees do work 50 hours
per week my request for them to stay open 30 minutes later would be an easy
solution.  There are 9 hours between 8a-5p and 5 days from Monday to
Friday.  If you assume the employees don't eat throughout the day that is
only 45 hours per week.  So if they are truly there working 50 hours then
they would be there until 6pm anyways.  So if your employees are there and
working my 30 minute request would a great idea but you declined it.  As
far as Saturday, if this was my business, which it is not, I would consider it
an emergency since the credibility of the business you have worked so hard for is
at stake after two failures already.  At this point I was already told
Euro Specialty would not be paying for a rental car so the fact that it was
over Saturday and Sunday shouldn't be a concern at that point.
I am no expert on paint but I do not believe the paint issues could have been
fixed by "buffing".  There was an orange peel texture in multiple
locations, lack of clear coat, and poor blending.  Whether the bumper gap
under the headlight was an easy fix is irrelevant, it was not right. 
If you pay someone to change your tires and they forget to put one on it may be
easy to do but the job which was paid for was not done correctly.  
Interesting to know that there were even more defects again before I was given
the car back causing you all to fix it once again.
The timing is a little off.  I actually didn't get there until a couple
minutes after 5pm.  I did call around noon and at that time they were not
sure if it would be done or not that day. 
I wasn't planning my day to drive out there based on this information. 
I was called and told the car was ready a little after 4pm.   I had to
drop everything at work and drive over 40 minutes to get there as well as fill
up the rental car with gas and drop it off before.  I was worried I
wouldn't make it by their apparent 5pm deadline when they close so I rushed the
best I could to get there so they wouldn't get stuck with paying for a rental
car another day.  I would disagree that there was plenty of light.  I
had begun getting dark as it was after 5pm during winter of the northern
hemisphere.  I didn't notice the color difference then but I did in better
lighting so I would conclude it was not adequate lighting.  [redacted] did watch
me rub the bumper as I was checking for defects.  He however never told me
in an audible voice to not do that.  This must be similar to how they told
me not to wax the bumper.  If he had told me that I would have immediately
stopped.  After all he is the "expert" here.  I did find a
defect and did say I was not worried about it as I stated.  When I later
found the lack of what I believe was clear coat it concerned me not because it
wasn't visible but as it is a hole in the barrier to the paint and could cause
issues in the future.  I did spend quite a bit of time inspecting the car
all over, not just the bumper they repaired.  I was concerned for other
damage to my car from the stones that fly around at Euro Specialty.  I
never got into the car at this point.  I did open the door to inspect it
for any possible damage to the interior.  I was not taking any chances of
leaving without fully inspecting the car for damage.  At this point I
walked to the back of the car where [redacted] was standing, not inside as he states. 
I asked him if we could talk for a minute and he said sure and we both went
inside.  I believe we were planning to go to his office but an employee
was in there on the phone.  So we began talking near the doorway to his
office.  I can assure you when we began talking I was not within 3-4
inches of [redacted]'s face.  I would not want to be that close to him.  We
were approximately 18-24 inches apart.  I did make the first statement as
he mentions asking what he would do about my loss of time for their
errors.  He did say NOTHING however it was most certainly not followed by a
please.  In my opinion [redacted] did raise his voice and was rude.  He even
shows that in his reply here.  Typically when you type in all capital
letters it is read in a louder voice or considered shouting.  If you read
over his response he even puts my question to him in upper and lower case
letters as a normal voice but he puts his comment back in all capital letters
which I would read as a raised voice.  I did make the statement as he
notes about his warranty stating he doesn't pay for rental cars.  He
replied saying he chose to do it from the beginning.  I did not at this
point call him a liar; I potentially thought it but absolutely did not
call him a liar.  I did at this point say “No”, and point out the
insurance plaque saying they made you do it.  I did raise my voice
slightly, as he notes with all capital letters, at this point so he could hear
me as he was already shouting.  I was simply pointing out the fact the
insurance company called and told him he would have to pay for the rental car
or what I would assume mentioned he could be removed from their program if he
didn't.  I don't recall mumbling anything but I may have said things he
did not hear.
After [redacted] pointed to the door and told me to leave I did.  I immediately
called the insurance adjuster and got their voice mail.  I left a message
stating my extreme dissatisfaction to the way [redacted] just treated me.  I did
say I looked over the car and from what I could tell it looked ok.  I went
on to say I would have to look it over again as there is likely something
wrong and I would let him know.  I had already been given continuous
failures from Euro Specialty so I was left to believe there had to be something
wrong with it I just hadn't seen yet.  The new complaints are not
non-sense.  Numerous people have seen the car including the insurance
adjuster and agree that the color is “clearly” off which is why it is being
repaired again by someone else.  [redacted]'s statement that the color will be
different between plastic and metal may be and is apparently true with Euro
Specialty's equipment and painters but is not the case when it is done
correctly with the correct equipment.  The rear bumper which is plastic
and was painted at the factory matches the metal fender perfectly to the naked
eye.  I have attached photos of both the front and rear bumper so you can
evaluate it yourself.  I have heard the same comment about how the flakes
lay from other people I have talked to about the bumper, which I will go over
in a minute.  There most certainly was damage to the parking sensor
gasket.  There wasn't any damage to the sensor which I never said there
was.  The sensor was just sitting crooked due to the damaged gasket. 
When I brought in the car for them to repair a third time myself, [redacted], and his
"top" painter looked over the issues I had with it.  When I
pointed out the gasket damage [redacted] asked his painter, “We have the new
gasket right?" which the painter replied, "yep, we will get that
replaced, that's easy."  I am not sure why you would try to match the
front bumper to the hood and not the fenders.  There is a gap between the
hood and the bumper and they only meet at two ~2" spots.  The bumper
does meet up with the fenders with relatively a zero gap and over ~18"
edge on each side.  I would think it would make more sense to match it
with the fenders and not the hood.  I am very humored by [redacted]'s next
statements.  From the pictures I sent and have also attached only a close
up of the passenger side and a picture which you can only see the driver's side
that is further back and with different lighting from the sun can be seen. 
Both sides are actually about the same shade off.  Regardless of that fact
I find it very amusing that [redacted] would suggest by questioning that it couldn't
be his fault as he used the same paint over the whole bumper.  First this
is ridiculous as the frame, fenders, doors, hood, and trunk are all painted in
the factory at exactly the same time already assembled.  The bumpers are
painted separately off the car and assembled later.  As you can see by the
picture of the rear bumper Audi didn't have a problem painting these separately
and on different materials (plastic and metal).  I cannot fathom that [redacted]
would suggest a multi-billion dollar company with multi-million dollar robots
is likely the cause in the discrepancy in the paint color.  It couldn't
possibly be a human with a handheld spray nozzle that caused the difference in
color since they were getting the paint from the same paint bucket that they
mixed themselves.  From the people I have talked to the difference in
shade is likely due to the way the metallic flakes lay and how they refract
light as [redacted] talked about earlier.   What I can conclude from this is
Euro Specialty doesn't either have the knowledge or equipment to perform this
paint job adequately.  It can be done though as the factory successfully
provided a consistent paint job regardless of the material they worked
with.  [redacted] then says I never mentioned the color being off before and he
used the same paint both times.  I am not sure if it was off or not the
other times.  I was too busy looking at the 8 physical defects with the
bumper.  It is irrelevant as the difference is likely due to the static on
the bumper and how the flakes lay.  This could easily change if they got
the static off the bumper before but didn't this most recent time.  Regardless
of that fact I wasn't actually the one to notice the color being off. 
Someone I had been talking about my repair with noticed it first.  I am
partially colorblind and tend to subconsciously ignore colors as certain shades
of colors look different to my eyes than the general public.  Once it was
pointed out to me I then noticed it and can't help but notice it every time I
look at it now.  I went on to ask multiple people if it looked off to them
to verify it wasn't my eyes deceiving me.  After numerous people agreeing
it was off I then informed Euro Specialty of the issue and provided the
attached photos.
After receiving my car with inferior service and what I would refer to as
extremely poor customer service I set out to let people know my experience with
Euro Specialty.  The first of which [redacted] is correct about and mentioned
about the dealerships.  I went to the Euro Specialty website and noted the
list of dealerships they state recommend their work.  I then wrote a 10
page review of my experience which included all of the email conversations
between myself and [redacted], which I have attached.  This was not a vendetta
letter but in fact a review as it clearly states throughout.  As you can
see and I note in the review I protected everyone involved.  I removed
every person's name and business name from the review except Euro Specialty and
myself to protect everyone involved.  I did not even mention [redacted] by name
at any point up until this response after he has revealed his name in his
response.  I only refereed to him as the owner.  As it states in the
review it is a review of the facts that occurred and my opinion of Euro
Specialty.  It also states anyone reading the document is to come to their
own conclusion based on the information I provided.  I did provide contact
information for Euro Specialty, which I retrieved directly from their website
that is publicly listed, if the reader determined that they wished to remove
their recommendation for Euro Specialty.  Most of the dealerships I spoke
to in person were with the service manager for the respective dealership. 
They all were really appreciative of me taking the time to bring this to their
attention and said they would read over it and review it.  I didn't have
one take my approach in a negative way that I saw.  I have since heard
from three of the service mangers that they had read the review and would
forward it to the general managers and owners of their respective dealership to
review and reevaluate their recommendation of Euro Specialty.  One
dealership which I emailed my review sent me a message backing thanking me but
assured me they would not recommend Euro Specialty as they have their own
certified repair shop onsite.  They went on to say they didn't see any
mention of their dealership on Euro Specialty's website.  I politely emailed
them back with a screen capture and link to the page listing their dealership
being named.  I received a reply back thanking me once again stating they
had forwarded this to their general manager to investigate why their
dealership's name was listed on Euro Specialty's website as someone who recommends
them.
My insurance company told me if Euro Specialty didn't get it right this third
time that it was their "last shot".  I just want to clarify that
my insurance company agrees but that is because they cannot provide the service
that was paid for.  My insurance company understands my frustrations with
Euro Specialty and is paying to have another repair facility buy another brand
new bumper and paint it as it should be.  The insurance adjuster suggested
getting a whole new bumper again as this one has had so many layers of paint
put on it they don't won't to risk what will now be the 4th paint job from
future failure of peeling or cracking.
My insurance company is now having to pay someone else approximately the same
amount they and myself have paid Euro Specialty to start this whole job over
from scratch.  I am assisting my insurance company however possible to
retrieve payment back for Euro Specialty's services.  I do need to adjust
the previous amounts I listed as my insurance company has assured me they will
be covering the whole cost and I will not have to pay a deductible again. 
Based off of this I believe Euro Specialty owes my insurance company $1,373.39
for the price they paid on the claim, what I paid as a deductible, and the now
useless two other rental cars.  Euro Specialty based on present events
does not owe me the $200 deductible I paid but instead that should be paid back
to my insurance company.  The above amount I imagine my insurance company
will seek back by the means necessary.  As far as what I calculated as my
losses in time and gas I do realize Euro Specialty's warranty says it does not
cover.  I also realize I will likely never see any compensation from this
without seeking legal action.  The warranty could say anything it wants he
could also not even offer one.  Just because it is written in a brochure
doesn't mean it is the right thing or honorable thing to do.  It could
state that if they spilled a bucket of paint inside a car they aren't
liable.  Just because you write it down and makes you believe you have
legal hold against it doesn't mean you are running a "better"
business.  This is why I have contacted the Revdex.com. 
It is my opinion Euro Specialty provides poor service and awful customer service. 
I want others to read and see the service I was provided so they are not pulled
in through recommendations and have to go through what I did.  My real
goal here is to provide this information to the Revdex.com so they
can evaluate Euro Specialty as they see fit.  This is also for anyone who
comes to the Revdex.com to review the great resources they provide
to consumers.  I hope the information I have taken the time to provide is
beneficial to anyone thinking of paying for services with Euro Specialty.
I would like to once again thank [redacted] for taking the time to respond.  I
also want to assure [redacted] and anyone at Euro Specialty I have no animosity
against any of you.  I greatly apologize if anything I have done or said
made anyone concerned for their safety.  I absolutely do not want anyone
to be concerned for their safety.  I only believe and have through this
issue that Euro Specialty provides poor service and poor customer
service.  I am only trying to provide my experience to the masses.  The
employees at Euro Specialty really haven't done anything I see wrong or provide
poor customer service.  They told me they didn't have the authority to do
what I requested and did the right thing referring me to the owner.  My
real complaint of poor customer service is with the owner, [redacted].
I am currently working with another repair shop to get my
bumper repaired.  They have already
offered without hesitation to meet me on Saturday even though they are also
only open Monday through Friday once I told them a little about my experience with
Euro Specialty.  So far my contact with
the other repair facility has been great and I am so far very appreciative for their
help with my issue.
I would like to close by saying I truly hope this information is valuable to
anyone who takes the time to read it through.  I also want to think the
Revdex.com for allowing me to voice my complaint and concerns.
 
Sincerely,
[redacted]  I would like to mention for accuracy of this claim [redacted]'s attachment currently doesn't include the letters I emailed to dealerships but instead what appears to be another claim for the Revdex.com.

Review: I had body work done on my car and when I got home discovered ther were scratches that WERE NOT there before. When I brought the car back, they said "an animal bit your car" , and that it would cost 150 more dollars to repair. My contention is that this happened at their facility, and was overlooked at discharge and all I am getting is excuses. I have spent over $3000 there in the last couple of months and they need to stand by their work. The car has not left the garage,and the fact that they come up with some bizzare answer like an animal bit my car is beyond ridiculous.. The car needs to be repaired and they need to pay for it!Desired Settlement: The car scratches need to be repaired at their cost

Business

Response:

Once again customers try to take advantage of a small business. Mrs. [redacted] had a damaged rocker molding on the right side of her vehicle. We priced it out to fix it but replacing it was only $50.00 more so Mrs. [redacted] opted to replace the rocker cover. As you can see with the invoice from [redacted] we received a brand new unpainted rocker cover on August 7th. The cover was prepped and painted on August 8th and also allowed to dry on that day. It was then installed on August 9th. There is no way we could paint this damage into the cover or could our tech help but see the damage if it was there before he installed it. It then went to our detail department to be cleaned up and the part verified for fit and finish. We then called customer to pick up on August 9th, again on the 12th and once more on the 14th. Mrs. [redacted] did not pick up until August 16th. At that time she looked the vehicle over with Ms. Linda, from our office, and left without any concern. On August 29th Mrs. [redacted] brought the car back and says the new damage to the rocker was our problem. This was 13 full days after she took possession of the vehicle. During the conversation with one of my office staff she remarked, "l saw it when I was playing in the garage with the dog and the ball rolled under the vehicle". That same day the [redacted] paint representative came by we had him look at the problem and out of the blue he says it looks like an animal bite. (WE agree). We offered to repair the cover at a low cost of $165.62. Mrs. [redacted] refused and said she was turning this over to her attorney. As you know when a customer says that we are done. We can no longer do anything to rectify the situation. Enclosed are photos of the chew marks and other documents. I am sorry you have had to get involved in this pettiness but as you all well know I WOULD NEVER deliver this to any customer. I am willing to bend a lot except when things are so obvious and the customer is so abusive. Thank you for your time, Jon W. GriesenbeckPresident

Consumer

Response:

Since whoever wrote the reponse never even was involved and is replying via hear say, I think you need to know what really happened.Their front office is so unorganized and disjointed, and the response is riddled with insufficiences, lies and even more important, not the whole story.This repair was not the first time my car was there for repair, and time line wise they were well aware that we left the car for a period of time because we were on vacation. The fact that he insists they tried to communicate is a mute point, perhaps the 10 times I told them we were going out of town never was documented, again another example of their inefficiency. I initially brought my car in on 6/27/13. The estimate for repair was 1372.85. We went on vacation and left the car.We got home7/12, and there was a message on the machine the car was ready, this was a friday.. The next Monday I went to pick up thecar, even called before hand because it is a drive away and not easy to arrange my husband and my work schedule, when I went to get the car , they told me the r rear tire had a leak, that they ordered the tire(without discussing with me first), and that if I wanted to drive it to another facility for the tire I could. I just left the car there and on 7/18 the car was done and I paid 1372.85. Keep in mind now, that my other car was there for repair and some warranty work at the same time, that bill was 3094.23. That car NEVER left the garage. My dogs are NOT kept in the garage, and the only time thay are in there is when I exercise, always supervised and resting on a couple of dog beds. I NEVER told anyone a ball went under the car, that is a boldface lie. I have enclosed pictures.The only reason I found the damage to the R Rocker is because after I ran on the treadmill, I got down on the dog bed to hug one of the dogs, and at this point I am eye level with the bottom of the car. They had this car for 2 weeks, replace the tire on that side and they NEVER saw the damage? They discharged this car without repairing all the damage, totally missed this significant damage to be included in the estimate.Shocking!!!! People miss things, I understand, so I took the car back to have them repair the rocker.When I went to pick up the car, I paid another 586.21, this was on 8/16/13.When the secretary came outside to give me the reciept , she didnt even know which side the repair was on. she followed me to the right side of the vehicle and stood at some distance, and I have enclosed a picture of where she stood with an arrow to the damage.Can you see the damage from that distance? I can't, and didn't.Since the damage was to the underside of theand not on on the lateral rear rocker I never even thought to look there. I was down on my hands and knees looking underneath the car, the secretary never came any where near the rocker.I took the car home and again, it was never driven. On 8/22 my husbands car was not next to mine, and again, I was exercising in the garage and afterwards got on the dog bed to hug my dogs, that is when I noticed the scratches. They were never anywhere near my car. I called, and the secretary said bring it in, and that got coordinated sometime the next week, again, because of trying to mesh my shedule with my husbands.When I got there the secretary acted like she didnt recognize me, but eventually came outside to view the damage on what was supposed to be a brand new rocker. There was another lady in the office at that time, by the way, compaining that her tire they had just supposedly repaired was falling off.When the secretary came out she stood beside the car, exaclty like before and said "where is it"? I had to physically point to the area and she had to bend down to see it!!! I have enclosed the pics and distance, please let me know if you do not get them. I have to say that I do apologize for the lawyer comment, my husband is a lawyer and I was sooo mad. It was a knee jerk reaction to the situation and never had any intention of hiring anyone.Do you see how frustrating this all is, and how bad their customer service is? I do not care about the money, clearly, after handing over more than 5000 dollars to them over the previous2 months. It is the principle of the situation, and that the contention some animal bit my car is ridiculous. Oh, and by the way, the scrathces are 13 inches from the ground. My 3 boxers measure20 plus inches to mid-humerus which means to cause that damage they would have had to be upside down with their heads where the right tire is, IMPOSSIBLE. My french bulldog measurs 8 inches... so hes innocent as well. Do you think, given all the business they got from me, they could at least admit that maybe this wild animal was in their garage? Ludicrous as it sounds, it is just as likely the damage occurred after repair and before pick up, just in the same manner they say it happened in my lonely garage.The inspection of the car on pick up was inadequate, on both our parts. I regect this response also, for the shear tone of it, not a better business tactic. Mr. President"s arrogance precedes him. Dr. [redacted]

Business

Response:

We are sorry to hear of [redacted].'s feelings about her recent repairs. Our shop always pays special attention to every vehicle and we have earned that reputation with practically all of the insurance companies, car dealers, and those who are knowledgeable about our trade. We have done more than might be reasonably expected to accommodate her request. The damage to the rocker, which is relatively negligible, was not done at our shop . Ordinarily we still might repair it because we like to have goods relationships with all of our clientele. However, judging from nature of the comments of [redacted]., we are concerned that any possible accommodation to her would be unsatisfactory. Although, we always like to accommodate all reasonable customers, the accommodation of unreasonable requests simply puts the burden of those costs upon other customers which we cannot allow. Sincerely,Jon W. Griesenbeck, President

Review: I purchased a brand new 2015 Audi A3 at the end of October 2014. The night before having the car one month someone backed into it in a parking lot and cracked the front bumper. I was recommended to Euro Specialty for the repairs. I went to Euro Specialty and received a quote for them to replace the whole bumper. I was told the repairs would only take about two days. I took my car to Euro Specialty and paid my deductible ($200) with my insurance to pay the rest of the cost. Three days after taking my car in I was called and told it was ready. I dropped off my rental car and the rental company took me to the repair shop. I went in and wrote them a check for the deductible. I then went out to inspect the car and immediately noticed there was a chip out of the bumper where something had hit it. My brand new bumper had now already been damaged. I then had to leave my car there for another time for them to repair it again. I then had to go back and get a rental car which they did not pay for and my insurance did. The next day I was called again saying it was ready. When I arrived it was late and it had already begun to get dark. I looked at the area where they repaired and it looked smooth like they had repaired it. I then drove my car home. The next morning when the sun was out I found numerous issues with the bumper. In the end I ended up finding eight issues.

1. The chip repair paint didn’t blend well and looked gray (the car is white).

2. Next to the tow hook cover it looked like there was no clear coat. It was dull looking and felt like sand paper.

3. Just beside the clear coat issue there was a spot with too much paint that made it wavy and textured.

4. They damaged a parking sensor gasket causing the sensor to sit crooked.

5. The top surface of the bottom of the passenger air dam (where a fog lights would go) had a large area where there was too much paint and it pooled up like the other spot.

6. The top surface of the bottom of the driver air dam (where a fog lights would go) had a large area where there was too much paint and it pooled up like the other spot.

7. The bumper was misaligned on the driver’s sided causing approximately a 1/16” step from the bumper to the fender.

8. They missed a tab under the passenger headlight causing the bumper the stick out ~1/8”-1/4” from where it should be allowing you to see behind the bumper.

I was refused a number to contact the owner and only given an email address. In his email he accused me of threatening his employees whom I never did and he never could tell me how he thought I threatened them. His employees told him false information as well. He told me in the email I had voided the warranty for waxing the bumper. I was never told not to wax it and it is not mentioned anywhere in writing including his warranty. I requested to have someone stay 30 minutes later or come by on a Saturday so I could drop off the car. I couldn't afford to continue to miss work due to their errors. Euro specialty would not accommodate me on this request. Euro Specialty specifically states on their website they will meet you on Saturday, by appointment, for estimates. They will meet you if there is a chance for them to make money, but not to fix continuous errors on their part. After no accommodations were made on his end to correct his error I was forced to take off work to bring my car in for the third time. I went by on January 6th, 2015 to pick up my car for the third time. At this point Euro Specialty had cost me almost 5 hours and 20 minutes of time and $17.50 in fuel to have my car repaired three additional times for their errors. I was only able to pick my car up in the late evening again due to work. When I picked it up I looked at it with the owner. I didn’t notice anything at the time wrong with it. It appeared all the previous issues had been fixed. I then requested to speak with the owner in his office for a minute. I asked him what his plan was to reimburse me for the hours and travel expenses he had cost me for his company’s continuous errors. He immediately through his hands out and said, “Nothing!” He said, “We are done! You have been the worst customer I have ever had in my 30 years of business. This is my business and I don’t have to do anything for you. You need to get over yourself and grow up!” I then tried to comment back and explain my stand point and he cut me off saying, “I am done with you and you are [redacted]! There is the door! Get the [redacted] out! Grow up, I have been doing this for 40 years Grow up son!” I respected his request and left without comment.

The next day after picking up the car I looked over the bumper when there was better lighting available. So far I have found 3 issues with Euro Specialty's 3rd attempt to paint and install the bumper.

1. The paint color is wrong. The front bumper doesn't match the paint on the rest of the car. It is a brighter white.

2. There is a paint drip on the top surface at the bottom of the front air dam (where fog lights would go).

3. The underside of both air dams feel like sand paper. I believe it is due to no clear coat.

I have pictures comparing the front bumper with the fender showing how far the two colors are off. I also have photos of the rear bumper with the fender to show the color difference isn't just a difference between the plastic bumper and the metal fender. When we looked over the car together the reason I didn't catch the different color was because it was starting to get dark, I didn't catch the paint drip as the car was still somewhat wet from where Euro Specialty had washed it and the paint drip looks just like a water droplet, and I didn't notice the underside of the air dam as it was wet and you couldn't feel how rough it really is.

I am currently working on punitive actions against Euro Specialty with the aid of my insurance company for their inability to provide the service I paid for as well as the verbal abuse from the owner.

I can gladly provide photos, including the issues, of my car after Euro Specialty's third attempt to paint and install my front bumper. I can also gladly provide all of the emails between myself and the owner of Euro Specialty showing how he treats his paying customers.Desired Settlement: I want a refund for the $200 deductible I paid to Euro Specialty. They were given 3 chances and have not provided the service I paid for. I want my insurance company refunded their portion of the payment, $1005.35. I want them to refund my insurance company for the first and second rental car I was required to get. I had to get three separate rental cars to have my car attempt to be repaired at Euro Specialty. Euro Specialty paid for the third rental car once someone from the corporate office of my insurance company informed them they would have to. This was after I was told numerous times they would never pay for a rental car. The insurance company as well as myself will need this money to pay another repair shop that can provide quality service and repair the bumper as it should be.

The first rental car was a 3 day rental, the second was a 1 day rental, and the third was a 1 day rental.

The rental fee was $37.99/day with a $0.20/day Vehicle License Fee, Virginia Additional Tax of 4%, Virginia Rental Fee of 2%, and a Virginia Rental Tax of 4%.

The first rental would total $126.03, the second rental would total $42.01, and the third rental which Euro Specialty has paid for was $42.01.

Adding up all of these costs for the loss and damages they have caused totals $1373.39. $1173.39 should be refunded to my insurance company and $200 refunded to myself.

Euro Specialty has also cost me 5 hours and 20 minutes of time to bring in my vehicle 3 additional times for them to attempt to repair it. Euro Specialty values time at $46/hour. These trips to the repair shop have also cost me $17.5 in fuel. I have calculated this fuel cost by the fact that a one-way trip was 26.9 miles, I achieved 26.9 MPG driving to the shop, and priced Premium 93 octane gasoline at $2.50/gallon which my car requires. The additional repairs caused me to have to make 3.5 round trips. Adding up the time as well as the fuel cost Euro Specialty has cost me an additional $262.83. I am only counting the time and fuel for the additional repairs and not including the original time I brought my care in for repair which was a loss to me as well. I am also only counting fuel cost and not wear and tear on my vehicle which most companies value at $0.56/mile.

Taking into account my time and fuel loss I feel Euro specialty owes my insurance company $1173.39 and myself $462.83 in total for loss and damages.

Business

Response:

I have read the complaint and as you will see I have been bombardedwith tons of paper on a simple Bumper replacement.Yes there had been some problems, yes we tried to address them.This all occurred while I was flat on my back since November 11th 2014with a shattered disc in my lower back. I was operated on December12th and was in the hospital for 3 days and on high dose of painmedication since. I was not suppose to return to work until this weekbut made an exception to try and get this taken care as soon aspossible.Yes, when the car was picked up the first time there was a small stonechip in the freshly painted bumper. (It's not something we put in afreshly painted part. But we do have all sorts of vehicles going in andout all day and somehow a stone was thrown up and chipped thebumper) Since the vehicle was thoroughly cleaned and inspected it wasa surprise to us as well. The little chip was about the size of a pin headit showed up black on an arctic white bumper. Arctic white is actually agray white. The bumper rubber is black. We took it right back in gotthe rental car back and had the paint department spot the area back in.The customer was able to pick up the next day, but [redacted]'s notesexplain all that better since I wasn't there. After it was picked up thingswent downhill from there. It got so bad my staff refused to speak withhim anymore. The demands were not realistic. [redacted] had called meand I told him what we would do. He did not accept bring the vehicle inother than Saturday when we were closed. Sometimes I will open onSaturday if a customer is from a long distance, but I do it, and since myoffice staff basically works 50 hours a week I do not ask them to comein unless it is an emergency. I was not going to pay for a rental forSaturday, Sunday and start working on the car on Monday!.When the car came back in I looked it over closely. 1. all the problemshe was having with the paint would have simply buffed out. But Ipromised I would take off the bumper, dewax it sand it down andrepaint it, so that is what we did, with the same paint we had left overfrom painting the bumper the first time. So the bumper is the samecolor as the first time and as you can see in his emails no mention ofcolor match. I will get to that in a minute. Where the bumper waspulled away from the headlamp was very simple. Under the headlampon the passenger side the bumper was not fully clipped in. When youtake a bumper off the edges of the clip get rounded and if the part isnot fully seated it will pop back out. All I did was take the palm of myhand and popped it back in and it was tight up against the head lamp. Ialso personally along with 3-4 other employees inspected this bumperbefore, and after it was put on the vehicle for any surface defects. Wefound 2 small ones wet sanded the whole bumper and buffed it out.He came to the shop around 4:45 and spent about 30 minutesinspecting the bumper. It was a nice day with plenty of light when hegot here. Took his hand started rubbing the bumper I said " Pleasedon't do that its fresh paint and you will scratch it" He ignored me. So Ijust stepped back. He found a small dirt nib up underneath where youdon't see and said, " I am not going to worry about that."He thenproceeded to each side traced his finger along the edge of the bumperwhere it meets the fender. Then stood back and looked at it. Hewalked around the car 2 times looking it over and started getting in thedriver's seat. I said, " is everything ok." He said, " yes everything looksgood." I said, " well have a good evening.", and walked inside to lockthe door since we had already been closed about 30 minutes. All of asudden he walks inside and says, "Can I talk to you?" I said, "yes" Hewalked right up to me about 3-4 inches from my face and said, "Whatare you going to do about my 5 hours of lost work time." I said,"NOTHING PLEASE READ MY WARRANTY." ( My Warranty is enclosedplease see highlighted) He then said, " well your warranty says youdon't pay for a rental car!" I said, " That's true however I decided topay for it based upon the fact that I was not here and was trying to beNICE!" He said, "LIAR!!!!" then pointed to the [redacted] sign in the officeand said "THEY MADE YOU DO IT!" I said, "l'm sorry I did it, no one canmake me give you a rental car." He called me a liar again That's when Isaid, "son you need to grow up this is no way to act." He mumbledsomething I didn't understand so I said, " Grow up son in 40 years Ihave never had anyone act like you." he mumbled again that's when Isaid " We are done you need to leave now." I never raised my voice orwas rude. This and the day before he brought his car in was the firsttime we spoke.He did call the insurance company and tell them that everything wasfine and then turned around later with all this non-sense.Now about the complaint that the bumper doesn't match is true.Plastic bumper parts when painted with metallic or pearl color willeither be slightly darker our lighter this is due to static electricity fromthe air coming out of the paint gun over the plastic part. The flakes willstand up unlike metal parts that the flake lies down. There is also a flexadditive that is added to the paint to keep it flexible ¡f h¡t in a lightbump. It keeps the paint from cracking so easily.There was also no damage to the sensor or the gasket but we replacedthe gasket anyway.When matching the paint, since most of the formula is metallic flakeand a splash of white, we matched the color to the hood the largestpart of the front end. If you have the pictures you will notice that thedriver side matches pretty close, maybe a half shade, but the passengerside is darker may be a shade and a half. Since the bumper was paintedwith only one color how is this possible? Well, there could have beenmore color put on the fender at the factory, we have seen it manytimes. Go out and look at new cars and most of the metallic paint onthe bumper is either a little lighter or darker. Again this is the samepaint and color that he has been running around town with since wefirst painted it. AND NOT ONCE WAS COLOR MATCH EVERQUESTIONED! We did not paint the fenders nor would I recommendblending them to get a color match. Less is better.He also went to our web site and got the names of all the Dealers andbusinesses we work with and sent out his vendetta letters and emails,some of which are attached. Several of our dealers had great concernswith these actions and recommended we file a police report which wedid and have also sent all the emails and goings on to our attorney. Youwill see him noted as copied in my emails [redacted]. I amconcerned for the safety of my employees when someone goes tothese lengths.I have refused to work with this person and [redacted] Insurance agrees. [redacted]Insurance, his insurance company, is going to take this over. So we arecompletely out.Sincerely,[redacted]President

Consumer

Response:

I have reviewed the response offer made by the business in reference to

complaint ID [redacted], and have determined that this proposed action would not

resolve my complaint. For your reference, details of the offer I reviewed

appear below.

I would like to thank [redacted] for taking the time to read and respond to my

complaint. Some of his statements I agree with and some I do not. I

will go through each and explain them in further detail.

I agree it is a lot of paper for such a simple bumper replacement. I am

doing this in hopes to help others in the future.

[redacted] is correct that it was a small stone chip. As soon as I saw this I

pointed it out to [redacted] and didn't review the car any further. I

understand accidents happen and even though I was upset that it happened I

didn't make too big of a deal about it and left my car for them to repair

again. Euro Specialty did "get" the rental car back. They

called them but my insurance was forced to pay for the rental car again due to

Euro Specialty's error.

I have no knowledge that your employees refused to talk to me. I did

speak with two of them on multiple occasions but all they ended up telling me

was what I was asking they didn't have the authority to do and said I would

have to speak with you. They gave me your email address but would not

give me a phone number to reach you at.

After my second round of issues my so called “demands” arose which I do not

feel are unrealistic. I simply said that you all would need to stay open

about 30 minutes later or allow me to come by on Saturday. Euro Specialty

would not offer either of these options. Euro Specialty lists being open

from 8am to 5pm Monday through Friday. If his employees do work 50 hours

per week my request for them to stay open 30 minutes later would be an easy

solution. There are 9 hours between 8a-5p and 5 days from Monday to

Friday. If you assume the employees don't eat throughout the day that is

only 45 hours per week. So if they are truly there working 50 hours then

they would be there until 6pm anyways. So if your employees are there and

working my 30 minute request would a great idea but you declined it. As

far as Saturday, if this was my business, which it is not, I would consider it

an emergency since the credibility of the business you have worked so hard for is

at stake after two failures already. At this point I was already told

Euro Specialty would not be paying for a rental car so the fact that it was

over Saturday and Sunday shouldn't be a concern at that point.

I am no expert on paint but I do not believe the paint issues could have been

fixed by "buffing". There was an orange peel texture in multiple

locations, lack of clear coat, and poor blending. Whether the bumper gap

under the headlight was an easy fix is irrelevant, it was not right.

If you pay someone to change your tires and they forget to put one on it may be

easy to do but the job which was paid for was not done correctly.

Interesting to know that there were even more defects again before I was given

the car back causing you all to fix it once again.

The timing is a little off. I actually didn't get there until a couple

minutes after 5pm. I did call around noon and at that time they were not

sure if it would be done or not that day.

I wasn't planning my day to drive out there based on this information.

I was called and told the car was ready a little after 4pm. I had to

drop everything at work and drive over 40 minutes to get there as well as fill

up the rental car with gas and drop it off before. I was worried I

wouldn't make it by their apparent 5pm deadline when they close so I rushed the

best I could to get there so they wouldn't get stuck with paying for a rental

car another day. I would disagree that there was plenty of light. I

had begun getting dark as it was after 5pm during winter of the northern

hemisphere. I didn't notice the color difference then but I did in better

lighting so I would conclude it was not adequate lighting. [redacted] did watch

me rub the bumper as I was checking for defects. He however never told me

in an audible voice to not do that. This must be similar to how they told

me not to wax the bumper. If he had told me that I would have immediately

stopped. After all he is the "expert" here. I did find a

defect and did say I was not worried about it as I stated. When I later

found the lack of what I believe was clear coat it concerned me not because it

wasn't visible but as it is a hole in the barrier to the paint and could cause

issues in the future. I did spend quite a bit of time inspecting the car

all over, not just the bumper they repaired. I was concerned for other

damage to my car from the stones that fly around at Euro Specialty. I

never got into the car at this point. I did open the door to inspect it

for any possible damage to the interior. I was not taking any chances of

leaving without fully inspecting the car for damage. At this point I

walked to the back of the car where [redacted] was standing, not inside as he states.

I asked him if we could talk for a minute and he said sure and we both went

inside. I believe we were planning to go to his office but an employee

was in there on the phone. So we began talking near the doorway to his

office. I can assure you when we began talking I was not within 3-4

inches of [redacted]'s face. I would not want to be that close to him. We

were approximately 18-24 inches apart. I did make the first statement as

he mentions asking what he would do about my loss of time for their

errors. He did say NOTHING however it was most certainly not followed by a

please. In my opinion [redacted] did raise his voice and was rude. He even

shows that in his reply here. Typically when you type in all capital

letters it is read in a louder voice or considered shouting. If you read

over his response he even puts my question to him in upper and lower case

letters as a normal voice but he puts his comment back in all capital letters

which I would read as a raised voice. I did make the statement as he

notes about his warranty stating he doesn't pay for rental cars. He

replied saying he chose to do it from the beginning. I did not at this

point call him a liar; I potentially thought it but absolutely did not

call him a liar. I did at this point say “No”, and point out the

insurance plaque saying they made you do it. I did raise my voice

slightly, as he notes with all capital letters, at this point so he could hear

me as he was already shouting. I was simply pointing out the fact the

insurance company called and told him he would have to pay for the rental car

or what I would assume mentioned he could be removed from their program if he

didn't. I don't recall mumbling anything but I may have said things he

did not hear.

After [redacted] pointed to the door and told me to leave I did. I immediately

called the insurance adjuster and got their voice mail. I left a message

stating my extreme dissatisfaction to the way [redacted] just treated me. I did

say I looked over the car and from what I could tell it looked ok. I went

on to say I would have to look it over again as there is likely something

wrong and I would let him know. I had already been given continuous

failures from Euro Specialty so I was left to believe there had to be something

wrong with it I just hadn't seen yet. The new complaints are not

non-sense. Numerous people have seen the car including the insurance

adjuster and agree that the color is “clearly” off which is why it is being

repaired again by someone else. [redacted]'s statement that the color will be

different between plastic and metal may be and is apparently true with Euro

Specialty's equipment and painters but is not the case when it is done

correctly with the correct equipment. The rear bumper which is plastic

and was painted at the factory matches the metal fender perfectly to the naked

eye. I have attached photos of both the front and rear bumper so you can

evaluate it yourself. I have heard the same comment about how the flakes

lay from other people I have talked to about the bumper, which I will go over

in a minute. There most certainly was damage to the parking sensor

gasket. There wasn't any damage to the sensor which I never said there

was. The sensor was just sitting crooked due to the damaged gasket.

When I brought in the car for them to repair a third time myself, [redacted], and his

"top" painter looked over the issues I had with it. When I

pointed out the gasket damage [redacted] asked his painter, “We have the new

gasket right?" which the painter replied, "yep, we will get that

replaced, that's easy." I am not sure why you would try to match the

front bumper to the hood and not the fenders. There is a gap between the

hood and the bumper and they only meet at two ~2" spots. The bumper

does meet up with the fenders with relatively a zero gap and over ~18"

edge on each side. I would think it would make more sense to match it

with the fenders and not the hood. I am very humored by [redacted]'s next

statements. From the pictures I sent and have also attached only a close

up of the passenger side and a picture which you can only see the driver's side

that is further back and with different lighting from the sun can be seen.

Both sides are actually about the same shade off. Regardless of that fact

I find it very amusing that [redacted] would suggest by questioning that it couldn't

be his fault as he used the same paint over the whole bumper. First this

is ridiculous as the frame, fenders, doors, hood, and trunk are all painted in

the factory at exactly the same time already assembled. The bumpers are

painted separately off the car and assembled later. As you can see by the

picture of the rear bumper Audi didn't have a problem painting these separately

and on different materials (plastic and metal). I cannot fathom that [redacted]

would suggest a multi-billion dollar company with multi-million dollar robots

is likely the cause in the discrepancy in the paint color. It couldn't

possibly be a human with a handheld spray nozzle that caused the difference in

color since they were getting the paint from the same paint bucket that they

mixed themselves. From the people I have talked to the difference in

shade is likely due to the way the metallic flakes lay and how they refract

light as [redacted] talked about earlier. What I can conclude from this is

Euro Specialty doesn't either have the knowledge or equipment to perform this

paint job adequately. It can be done though as the factory successfully

provided a consistent paint job regardless of the material they worked

with. [redacted] then says I never mentioned the color being off before and he

used the same paint both times. I am not sure if it was off or not the

other times. I was too busy looking at the 8 physical defects with the

bumper. It is irrelevant as the difference is likely due to the static on

the bumper and how the flakes lay. This could easily change if they got

the static off the bumper before but didn't this most recent time. Regardless

of that fact I wasn't actually the one to notice the color being off.

Someone I had been talking about my repair with noticed it first. I am

partially colorblind and tend to subconsciously ignore colors as certain shades

of colors look different to my eyes than the general public. Once it was

pointed out to me I then noticed it and can't help but notice it every time I

look at it now. I went on to ask multiple people if it looked off to them

to verify it wasn't my eyes deceiving me. After numerous people agreeing

it was off I then informed Euro Specialty of the issue and provided the

attached photos.

After receiving my car with inferior service and what I would refer to as

extremely poor customer service I set out to let people know my experience with

Euro Specialty. The first of which [redacted] is correct about and mentioned

about the dealerships. I went to the Euro Specialty website and noted the

list of dealerships they state recommend their work. I then wrote a 10

page review of my experience which included all of the email conversations

between myself and [redacted], which I have attached. This was not a vendetta

letter but in fact a review as it clearly states throughout. As you can

see and I note in the review I protected everyone involved. I removed

every person's name and business name from the review except Euro Specialty and

myself to protect everyone involved. I did not even mention [redacted] by name

at any point up until this response after he has revealed his name in his

response. I only refereed to him as the owner. As it states in the

review it is a review of the facts that occurred and my opinion of Euro

Specialty. It also states anyone reading the document is to come to their

own conclusion based on the information I provided. I did provide contact

information for Euro Specialty, which I retrieved directly from their website

that is publicly listed, if the reader determined that they wished to remove

their recommendation for Euro Specialty. Most of the dealerships I spoke

to in person were with the service manager for the respective dealership.

They all were really appreciative of me taking the time to bring this to their

attention and said they would read over it and review it. I didn't have

one take my approach in a negative way that I saw. I have since heard

from three of the service mangers that they had read the review and would

forward it to the general managers and owners of their respective dealership to

review and reevaluate their recommendation of Euro Specialty. One

dealership which I emailed my review sent me a message backing thanking me but

assured me they would not recommend Euro Specialty as they have their own

certified repair shop onsite. They went on to say they didn't see any

mention of their dealership on Euro Specialty's website. I politely emailed

them back with a screen capture and link to the page listing their dealership

being named. I received a reply back thanking me once again stating they

had forwarded this to their general manager to investigate why their

dealership's name was listed on Euro Specialty's website as someone who recommends

them.

My insurance company told me if Euro Specialty didn't get it right this third

time that it was their "last shot". I just want to clarify that

my insurance company agrees but that is because they cannot provide the service

that was paid for. My insurance company understands my frustrations with

Euro Specialty and is paying to have another repair facility buy another brand

new bumper and paint it as it should be. The insurance adjuster suggested

getting a whole new bumper again as this one has had so many layers of paint

put on it they don't won't to risk what will now be the 4th paint job from

future failure of peeling or cracking.

My insurance company is now having to pay someone else approximately the same

amount they and myself have paid Euro Specialty to start this whole job over

from scratch. I am assisting my insurance company however possible to

retrieve payment back for Euro Specialty's services. I do need to adjust

the previous amounts I listed as my insurance company has assured me they will

be covering the whole cost and I will not have to pay a deductible again.

Based off of this I believe Euro Specialty owes my insurance company $1,373.39

for the price they paid on the claim, what I paid as a deductible, and the now

useless two other rental cars. Euro Specialty based on present events

does not owe me the $200 deductible I paid but instead that should be paid back

to my insurance company. The above amount I imagine my insurance company

will seek back by the means necessary. As far as what I calculated as my

losses in time and gas I do realize Euro Specialty's warranty says it does not

cover. I also realize I will likely never see any compensation from this

without seeking legal action. The warranty could say anything it wants he

could also not even offer one. Just because it is written in a brochure

doesn't mean it is the right thing or honorable thing to do. It could

state that if they spilled a bucket of paint inside a car they aren't

liable. Just because you write it down and makes you believe you have

legal hold against it doesn't mean you are running a "better"

business. This is why I have contacted the Revdex.com.

It is my opinion Euro Specialty provides poor service and awful customer service.

I want others to read and see the service I was provided so they are not pulled

in through recommendations and have to go through what I did. My real

goal here is to provide this information to the Revdex.com so they

can evaluate Euro Specialty as they see fit. This is also for anyone who

comes to the Revdex.com to review the great resources they provide

to consumers. I hope the information I have taken the time to provide is

beneficial to anyone thinking of paying for services with Euro Specialty.

I would like to once again thank [redacted] for taking the time to respond. I

also want to assure [redacted] and anyone at Euro Specialty I have no animosity

against any of you. I greatly apologize if anything I have done or said

made anyone concerned for their safety. I absolutely do not want anyone

to be concerned for their safety. I only believe and have through this

issue that Euro Specialty provides poor service and poor customer

service. I am only trying to provide my experience to the masses. The

employees at Euro Specialty really haven't done anything I see wrong or provide

poor customer service. They told me they didn't have the authority to do

what I requested and did the right thing referring me to the owner. My

real complaint of poor customer service is with the owner, [redacted].

I am currently working with another repair shop to get my

bumper repaired. They have already

offered without hesitation to meet me on Saturday even though they are also

only open Monday through Friday once I told them a little about my experience with

Euro Specialty. So far my contact with

the other repair facility has been great and I am so far very appreciative for their

help with my issue.

I would like to close by saying I truly hope this information is valuable to

anyone who takes the time to read it through. I also want to think the

Revdex.com for allowing me to voice my complaint and concerns.

Sincerely,

[redacted] I would like to mention for accuracy of this claim [redacted]'s attachment currently doesn't include the letters I emailed to dealerships but instead what appears to be another claim for the Revdex.com.

Review: On 9/10/15, I was rear-ended while sitting in traffic on [redacted] Ave by a driver who was speeding, driving on a suspended license and driving a car that belonged to a family member. The insurance for the car owner accepted total liability. I was in no way at fault, I just happened to be in the wrong place at the wrong time. We took my car, a 2013 Honda CRV EX-L, to Euro Specialty for repairs. There was some initial disagreement with the insurance adjuster, but we were able to work through that to get an estimate and an authorization and proceed with repair work. Repairs were complete on 9/24 and I picked up my car on 9/25 and endorsed the insurance payment to Euro Specialty.

I settled the insurance claim with the insurer on Oct. 22, 2015. About a week after I settled the claim, Euro Specialty contacted me and said that the insurance co was refusing to pay part of the bill and therefore they would attempt to collect from me. We immediately reached out to the insurer with the concern and instructed them to contact Euro and get the issue resolved. After much back and forth, the issue is that Euro sublet the transfer and installation of the glass in my lift gate and the insurer is refusing to pay because there was an allowance to transfer the glass included in the estimate to replace the liftgate, and paying for the sublet charge would be paying twice for the same repair. I was not told that Euro could collect from me if the insurer did not pay nor was I consulted for any charges not covered for my authorization to have the work completed. Any changes to the original estimate were to be submitted and approved to the insurer prior to the work beginning. Euro did not mention this to me when I picked up my car on Sept. 25. They called me late in October, AFTER I settled the claim with the insurer, and notified me that I was responsible for the charge. Most recently, they left a message at my home stating that "John {Griesenbeck} wants his money by Friday" (tomorrow, 12/18).

This is dirty business. I did nothing wrong, I just happened to be in the wrong place at the wrong time and was involved in an accident by someone who shouldn't have been driving to begin with. I have already dealt with the inconvenience of being without a vehicle for a while, then having two different rental cars and missing work time due to relatively minor injuries from the accident. And now I am being told that I have to pay $148 by tomorrow or be taken to collections. It would seem that if the insurer wouldn't cover the charge, Euro would have written it off or negotiated with the sub-contractor for a lower rate so that there was no out of pocket cost to me. Because of the amount, it is not something I can submit to my insurance (lower than the deductible) nor is it worth consulting an attorney. I CHOSE to have Euro repair my Honda and they got more than $3k in business/revenue from the insurer. Had I known they conducted their business this way and would pursue payment from me for any amounts they couldn't resolve with the insurer, I would likely have taken my repair business somewhere else. I certainly would never have agreed to have them do the work if they could just do work that wasn't covered and not clear the cost with me before doing so.Desired Settlement: First and foremost, I want the charges to be written off. And no further contact with the business (I will not be contacting them).

Business

Response:

We have met with Mr. [redacted] last week and explained and showed himeverything. Showed the original balance due and what supplement theinsurance paid. The insurance never sent a copy of their supplementwith payment. I explained that the problem was with the insurancecompany that 1. refused to pay prevailing labor rates and 2 refused topay for additional operations that were deducted and added back as asublet.After Mr. [redacted] and I met we were both again in correspondence withthe insurance company and they finally agreed to pay the additional.Spoke with Mr. [redacted] confirmed that the insurance company has sentthem the check and they received it. He stated he would have thiscleared up soon. So all is resolved and once again an insurancecompany tries to take advantage of the consumer and try to make theshop the bad guy.Thank you for your concern in this matter.S¡ncerely,Jon W. GriesnbeckPresident

Consumer

Response:

The insurance company did agree to pay the difference and we will pass that along to Euro promptly. However, I think other consumers should be aware of the following:1) Euro did not get the work/charges approved by the insurance co BEFORE doing the work2) Euro did not disclose the discrepancy to me until a month after the work was complete and I had gotten my vehicle back3) Jon Griesenbeck is a chauvinist and is very disrespectful to women. You can see in his response that he would only communicate with my husband even though I was the customer.4) Euro produced 27 pages of documentation between them and the ins co ... Which included colorful and extremely unprofessional language handwritten by Mr Griesenbeck. He addressd the insurance analyst as "Stupid" more than once. I was very embarrassed to have that sort of communication on our behalf when we were trying to work out a solution. 5) Euro did not (and could not) produce documentation with my signature stating that I would pay if the insurance didnt, and called me multiple times threatening me with collections because "Jon wants his money". Since the work was performed without approval and not disclosed to me until well AFTER completion, I was never offered the option to pay if the ins didn't or to take my vehicle elsewhere for repairs.Euro Specialty does great body work but management loses sight of the value of the customer by choosing instead to focus on profit and margins. Their business practices are questionable at best. I will never voluntarily choose to do business with them again and I will never refer business to them - especially potential customers that are female.

Regards,