Master Collision Group, LLC

On 4/25/when [redacted] came in to pick up her car, she paid her $deductible via a credit cardAt that time I asked her if she had received the initial insurance check in the amount of $She stated that she told Liberty Mutual to handle it with usRoughly, weeks later I called [redacted] on here cell phone & left a mesaage inquiring about the initial & supplemental payments as Liberty Mutual had stated to me that they did indeed send her the checksShe never returned that callIt is common in our field to wait anywhere from to weeks to receive insurance checks & thats the time I started looking into this moreAnother week went by & I called her cell againI left another message and again no return call After about another week, which would put us in the second week of June, I called [redacted] on her cell again and left a message & decided to call her at workI finally was able to reach her at work & speak with herWhen I indicated to her that I was just trying to collect the money that was owed to us for the services we performed on her vehicle ( that she was extremely thankful & happy for at the time of pick up ), she become very defensive, rude & unreasonableShe told me not to call her again & hung up the phone We never fixed any previous/prior damage on her vehicle, nor did she or anyone get charged for anything other than what was related to the claim that brought het to our shop We cleaned her car thoroughly (again, something that she thanked me for at the time of pick up on 4/25/16) and maybe that removed some scuffs from a prior loss ...but again - there were no charges to anyone for any additional work outside this claim

Initial Business Response / [redacted] (1000, 8, 2014/03/11) */ Card holder claiming that the work was not done properly This car was reinspected by people from their insurance company and people from the shop where the repairs were done (Rogers Master Collision) The repairs in questions were clearly caused by another impact to the RT Front of the vehicle not from faulty workmanshipThe NEW damage consists of a broken bumper, that has a large part broken out and missing, fender liners, lower sheilds and a inter cooler located behind the bumper that was impacted and pushed back from the impact The damage to the vehicle is from a new accident and was identified that way by management here and by represenatives from [redacted] The charges of $from January of are from other damages that were repaired and completed to the owners satisfaction upon his picking up the vehicle when the repairs were completedIf there was an issue with the repairs this should have been addressed at that timeWhen the car was picked up, it was in a heated shop with dry floors and was inspected by the owner prior to him taking the car back to his residence As can be seen in the photos the retainers were installed or the mounting areas for the retainers would NOT have been TORN completely out as the photos clearly show The charges should remain as people that inspected the car all AGREE that this car was involved in another accident

On 4/25/16 when [redacted] came in to pick up her car, she paid her $1000 deductible via a credit card. At that time I asked her if she had received the initial insurance check in the amount of $688.14. She stated that she told Liberty Mutual to handle it with us. Roughly, 5 weeks later I called [redacted] on... here cell phone & left a mesaage inquiring about the initial & supplemental payments as Liberty Mutual had stated to me that they did indeed send her the checks. She never returned that call. It is common in our field to wait anywhere from 4 to 6 weeks to receive insurance checks & thats the time I started looking into this more. Another week went by & I called her cell again. I left another message and again no return call. After about another week, which would put us in the second week of June, I called [redacted] on her cell again and left a message & decided to call her at work. I finally was able to reach her at work & speak with her. When I indicated to her that I was just trying to collect the money that was owed to us for the services we performed on her vehicle ( that she was extremely thankful & happy for at the time of pick up ), she become very defensive, rude & unreasonable. She told me not to call her again & hung up the phone. We never fixed any previous/prior damage on her vehicle, nor did she or anyone get charged for anything other than what was related to the claim that brought het to our shop. We cleaned her car thoroughly (again, something that she thanked me for at the time of pick up on 4/25/16) and maybe that removed some scuffs from a prior loss ...but again - there were no charges to anyone for any additional work outside this claim.

My experience with estimator John *** was first rateHe was very professional and well informed in responding to my questions
My vehicle was returned in a timely manner and just as clean as it was the the day I
drove it home from the dealership as a new vehicle
Thank you Master Collision Group!

Initial Business Response /* (1000, 8, 2014/07/08) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
I want to thank Mr*** for taking the time to contact us with the reason for his dissatisfaction
with our serviceI understand the concerns with the keys and remote start is now ok, and that he found some extra glass or plastic that was taken care of before he left with the carI understand that there are still some concerns with the radio, driver side window, and a rear bumperI believe that we addressed the window issue when Mr*** had brought back the car, but I realize after reading his concerns, this is still one that needs to be addressedIn response to bringing the car to the dealership for radio concerns, we performed all tests to see why the radio was not working, found rear speakers not responding, front speakers were working properlyWe advised Mr*** that the car would need to be taken to the dealer to diagnose furtherWe would have to find out what the problem was, and address it from that pointIf the non-working speakers were related to the claim, insurance would cover it, and if the dealer found them not to be claim related, Mr*** would be responsible for the repairsWe would really like to address Mr***'s concerns; I have tried contacting Mr*** directly to work on a solution to resolve these issues, to his and our mutual satisfaction, we are still waiting for him to return our phone callsI want to assure Mr*** that our company will be evaluating how we can prevent a reoccurrence of this type and apologize for any inconveniencesI want to retain Mr***'s business; we take our customer's satisfaction very seriously here, and would appreciate his willingness to contact us for a possible solution
Initial Consumer Rebuttal /* (3000, 10, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want nothing to do with this companyI "NEVER" had a business or a manager (of) belittle me the way that this company didI may not be in autobody business, but I was in the automotive business for yearsI personally will "NEVER" use their services again, and I will do everything in my power to stop anyone else from having their cars fixed at this body shop

On 4/25/16 when [redacted] came in to pick up her car, she paid her $1000 deductible via a credit card. At that time I asked her if she had received the initial insurance check in the amount of $688.14. She stated that she told Liberty Mutual to handle it with us. Roughly, 5 weeks later I called...

[redacted] on here cell phone & left a mesaage inquiring about the initial & supplemental payments as Liberty Mutual had stated to me that they did indeed send her the checks. She never returned that call. It is common in our field to wait anywhere from 4 to 6 weeks to receive insurance checks  & thats the time I started looking into this more. Another week went by & I called her cell again. I left another message and again no return call.  After about another week, which would put us in the second week of June, I called [redacted] on her cell again and left a message & decided to call her at work. I finally was able to reach her at work & speak with her. When I indicated to her that I was just trying to collect the money that was owed to us for the services we performed on her vehicle ( that she was extremely thankful & happy for at the time of pick up ), she become very defensive, rude & unreasonable. She told me not to call her again & hung up the phone.
We never fixed any previous/prior damage on her vehicle, nor did she or anyone get charged for anything other than what was related to the claim that brought het to our shop.
We cleaned her car thoroughly (again, something that she thanked me for at the time of pick up on 4/25/16) and maybe that removed some scuffs from a prior loss ...but again - there were no charges to anyone for any additional work outside this claim.

Initial Business Response /* (1000, 8, 2014/03/11) */
Card holder claiming that the work was not done properly...

This car was reinspected by 2 people from their insurance company and 3 people from the shop where the repairs were done (Rogers Master Collision).

The repairs in...

questions were clearly caused by another impact to the RT Front of the vehicle not from faulty workmanship. The NEW damage consists of a broken bumper, that has a large part broken out and missing, fender liners, lower sheilds and a inter cooler located behind the bumper that was impacted and pushed back from the impact.

The damage to the vehicle is from a new accident and was identified that way by management here and by 2 represenatives from [redacted].

The charges of $250.00 from January 20 of 2014 are from other damages that were repaired and completed to the owners satisfaction upon his picking up the vehicle when the repairs were completed. If there was an issue with the repairs this should have been addressed at that time. When the car was picked up, it was in a heated shop with dry floors and was inspected by the owner prior to him taking the car back to his residence.

As can be seen in the photos the retainers were installed or the mounting areas for the retainers would NOT have been TORN completely out as the photos clearly show.

The charges should remain as 5 people that inspected the car all AGREE that this car was involved in another accident.

On 4/25/16 when [redacted] came in to pick up her car, she paid her $1000 deductible via a credit card. At that time I asked her if she had received the initial insurance check in the amount of $688.14. She stated that she told Liberty Mutual to handle it with us. Roughly, 5 weeks later I called [redacted] on...

here cell phone & left a mesaage inquiring about the initial & supplemental payments as Liberty Mutual had stated to me that they did indeed send her the checks. She never returned that call. It is common in our field to wait anywhere from 4 to 6 weeks to receive insurance checks  & thats the time I started looking into this more. Another week went by & I called her cell again. I left another message and again no return call.  After about another week, which would put us in the second week of June, I called [redacted] on her cell again and left a message & decided to call her at work. I finally was able to reach her at work & speak with her. When I indicated to her that I was just trying to collect the money that was owed to us for the services we performed on her vehicle ( that she was extremely thankful & happy for at the time of pick up ), she become very defensive, rude & unreasonable. She told me not to call her again & hung up the phone.
We never fixed any previous/prior damage on her vehicle, nor did she or anyone get charged for anything other than what was related to the claim that brought het to our shop.
We cleaned her car thoroughly (again, something that she thanked me for at the time of pick up on 4/25/16) and maybe that removed some scuffs from a prior loss ...but again - there were no charges to anyone for any additional work outside this claim.