Master Europa Paint & Collision

[redacted] ***REPLY:09/27/– Mrs [redacted] came by Master Europa to pick up phone cord from her car and she claimed it was missing Although there was no actual proof the cord was in the car at time of delivery to shop, Master Europa acted in good faith and purchased new phone cords, at a retail price of $plus taxAt no time did Master Europa acknowledge that the car had been burglarized as the car was stored within our premises since the day of delivery Mrs [redacted] was adamant that one of the ME techs took her phone cords: however we have never had a situation where object of any kind of value were taken from our customer’s cars and we strongly deny that any kind of theft occurred That being said, in the spirit of maintaining a good relationship with our customer we did purchase replacement phone cords for her, but at no moment will take that as admitting that a theft occurredThat is an inaccurate statement.It is to be noted that at time Mrs [redacted] authorized repairs on 09/14/she signed a document releasing Master Europa from any responsibility in case of fire, theft, vandalism; however Master Europa acted in good faith and took customer at her word she said the cords were actually in the vehicle 10/05/Mrs [redacted] picked up her vehicle from Master Europa and paid in the following manner:DEBIT CARD: $DATE: 10/05/2017CHECK # AMOUNT= $DATE: 10/06/2017CHECK # AMOUNT= $DATE: 10/09/Note: the two checks were post dated for AFTER the car was picked up and even so, Master Europa allowed Mrs [redacted] to pick up her car in good faith.As soon as Mrs [redacted] got in her vehicle she called Production Manager, Joel over and said her front seat controls weren’t working, that the seat wouldn’t move forward and it was too far back.The car was taken to a work bay entrance to try to establish the cause for this, although no work was done in the seat area or electronics of the vehicle other than to move the vehicle to and from work areas It is discovered that BOTH front seats are not working Fuses are checked and fuses nos6, 10, are missing These fuses are needed for proper seat functions Fuses 6,10,are installed per Mercedes Benz requirements Seats still not functioningChecked trunk fuses and all pertinent fuses are functioning properlyAfter some research back seat was removed to see if an additional fuse box is present under the seat as MB forums indicate No fuse box is discovered and back seat is reinstalledNext troubleshooting ste is to remove rt frt door panel to see if seat controls are functioning or not ME technicians were willing to continue troubleshooting (as at this point only hour had transpired since seat issue was detected); however, Mrs [redacted] was adamant that all work stop on her vehicle and she take the vehicle as is, since in her opinion ME technicians were incompetent and not qualified to work on her Mercedes 230C(NOTE: Master Europa has over years of experience servicing and repairing high end luxury vehicles such as Mercedes, BMW, Porsche, Audi etc ) Throughout this time of troubleshooting, Mrs [redacted] is rude and insulting towards ME techs, calling them incompetent, useless , thieves etc raising her voice and yelling and questioning every effort that was being made to find the cause for her front seat failure 10/05/2017: SD writes a review on YELP stating her vehicle was vandalized (Not True) and blown out with a leaf blower (Not True) and irreplaceable parts lost (Not True)Also claiming her vehicle received additional damage during repairs (Not True) In addition, YELP review contains offensive language as to the reason and way owner [redacted] passed awayAgain, using offensive language towards owner [redacted] and staff.10/07/2017: SD shows up at [redacted] personal residence to harass her about supposed damage done by ME to her vehicle VB asks SD to leave her home.10/09/2017: [redacted] – Senior Field Appraiser at MetLife send [redacted] an email stating that she has inspected all work performed by ME and she is satisfied that ME performed repairs per MetLife estimate parameters and vehicle is now in Pre-Accident condition.10/10/2017: ME deposits checks that were written by SD as payment for repairs on vehicle Check # Amount= $ Date: Oct 06,2017Check # Amount= $ Date: Oct 09,201710/13/2017: Both checks that were deposited come back as STOP PAYMENT10/13/2017: ME informs [redacted] at Metlife of returned checks and ME’s intention to proceed with legal action.10/16/2017: SD sends email from [redacted] email account demanding positive solutions and claiming there is no proof the checks came back because she had never taken any such action(Proof in file).10/17/2017: ME sends registered letter notifying SD of returned checks and intent to proceed legally if amount not paid in full with cashier’s check or cash.10/17/2017: An additional letter is sent to SD’s PO Box address in CA, as that is the address she wrote down on work authorization and that is also the address on check she submitted to pay for services.11/01/2017: Registered letter comes back unable to deliver due to address containing units.11/01/2017: ME re-sends registered letter to all units in hopes of reaching SD 11/01/2017: All letters come back unable to deliver.11/01/2017: ME contacts Tarrant County DA worthless checks division and they state that at this point every attempt has been made to contact SD for payment and after days file can be submitted for prosecution.11/09/2017: SD Came to Master Europa offices with a Cashier’s Check to make full restitution for checks that had come back as STOP PAYMENT.Throughout this whole process Mrs [redacted] has been insulting, mean-spirited to the living and dead As you can see by her comment in referring to our late owner way of passingThat is the nicest way she has put it, going as far as saying our late owner [redacted] “blew his brains out” in a previous posting on YELP, it is no wonder his widow was outraged at Mrs***’s behavior and the way she referred to her late husband and in her stalking practices in going to the owners residence She constantly slams the phone and hangs up on ME personnel in mid sentence Threatening to ruin the reputation of ME employees for not bowing down to her and doing their job.Master Europa has a reputation of quality and customer service and in every case where mistakes have been made in the past we have bent over backwards to make things right to the point of losing money on a transaction in order to do right by our customers But when a person acts in a mean spirit and insults you and calls you a theif and defames the name of our previous owner by spreading in a public forum that which is such a private and painful memory for our owner and then has the gall to come and demand “positive” solutions via threatening discourse and insulting and threatening emails then it was the decision of our owner to only deal with such a person via mail and the letter of the law I invite anybody to research all the reviews that have been placed on YELP or any other social network by this person and you will see a pattern of behavior that is indeed disturbing

ms [redacted] , to clarify, I paid master europa $with a debit card and checks of $and $master europa has claimed the checks were not paid, which is not truethey have never been presented at bank of america I have receipt dealing with master europa is the worst retail experience of my entire life the owner killed himself recently ( which was not known to those who referred me) and the widow only drops in once a week or so , otherwise, no one person is in charge she refuses to talk to medies not even communicate thru the receptionistit has been extremely stressful they are, bar none, the sleaziest, most incompetent, untrustworthy bunch of liars I have ever dealt with [redacted] ***

Complaint: [redacted] I am rejecting this response because: the email is basically one big lie [redacted] refused to accept payment forcweeks in retaliation to my negative but true yelp reviewmaster europa has been paid in full and [redacted] emotionally overwrought diatribe has NOTHING to do with damage caused by master europaneith [redacted] nor his staff had a clue as to HOW to repair damage causedthe fuses have NOTHING to do with seat operationmaster europa destroyed a part called a RELAY [redacted] kept saying fuses were missingwell they are not suppose to be installed for operations not on the car to begin with ie seat warmers, rear window wipers etcmadter europa removed BACK SEAT, removed necessary fuses unrelated to driver seat operation etc etcthe one time [redacted] spoke to me- YELLED at me, she was furious over the yelp review and threatened to “ get you one way or th other “metropolitan life ins is convinced madter europa is at fault and processed my claim against master europa for broken driver seat as vandalism master europa continues to use the Revdex.com logo on their front door, despite not actually being an acredited memberevidence is [redacted] her master europa are leaderless after the owner recently died tragically and suddenly [redacted] maybe appears for an hour a weekworkers are disgruntledrude to customersincompetentmy car was burglarized and ransacked while in master europa custodyadmitted to by [redacted] and stolen articles replaced by master europai attempted to attach photos showing or me workers attempting to “ try to figure out “ ( ***’s words) “ how to fix” seatthe repair is under driver seat, NOT under the hoodNOT under back seatentire experience frustrating and expensiverather than fixing problems, [redacted] threatens and retaliates this whole episode is [redacted] ’s histeria over much deserved yelp reviewbut leaves me with $repair bill Regards, [redacted] ***

Complaint: ***
I am rejecting this response because:this is a non-answer answerparticularly egregious because my original complaint to the business was on oct 5, TWO months and many conversations ago
Regards,
*** ***

The Chrysler Town & Country was towed to our shop location on 9-23-2016.I observed the damage to the left rear section of the vehicle and the rear suspension.Starting 9-26-I try to contact the original adjuster that inspected the vehicle before it came to our shop to let them know it
needed to be re-inspected as a possible total lossAfter several attempts on 10-3-and 10-17-to contact the original adjuster I finally heard from them and was informed that a different adjuster was assigned to this vehicleI then contacted the new adjuster on 11-6-who told me to submit the additional repairs needed via email to *** and he would set up a re-inspection of the vehicleSo on 11-23-I emailed the supplement to *** with it reflecting that the vehicle was over the total loss threshold and not, in my opinion repairable.On 12-1-the new Adjuster came to the shop and re-inspected the vehicle and came to the conclusion that the vehicle was repairableI informed him at that time that we would be unable to start the repairs for at least two weeks due to the shop being full to capacityWe were able to start the repairs about a week later and my Tech found it very difficult and time consuming to get the repairs to the left quarter panel done to pre accident conditionWe also had to completely replace the rear suspension with a used or quality recycled part because it was one unit and not separate sectionThe first used suspension we got was not up to quality standards and was rejectedWe received another one about a week later that did meet the quality standers and we were able to us itWe are a quality orientated shop and that is our primary focus when it comes to the repair of an owner’s vehicleI understand that it has taken some time to get the repairs done but I will not let a vehicle leave this shop without the quality of the work being top notch

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The owner also called my wife directly to express his concerns and details about the incident which was very much appreciated
Regards,
*** ***

[redacted]REPLY:09/27/2017 – Mrs [redacted] came by Master Europa to pick up phone cord from her car and she claimed it was missing.  Although there was no actual proof the cord was in the car at time of delivery to shop, Master Europa acted in good faith and purchased new phone cords, at a retail price of $54.00 plus tax. At no time did Master Europa acknowledge that the car had been burglarized as the car was stored within our premises since the day of delivery.  Mrs. [redacted] was adamant that one of the ME techs took her phone cords: however we have never had a situation where object of any kind of value were taken from our customer’s cars and we strongly deny that any kind of theft occurred.  That being said, in the spirit of maintaining a good relationship with our customer we did purchase replacement phone cords for her, but at no moment will take that as admitting that a theft occurred. That is an inaccurate statement.It is to be noted that at time Mrs [redacted] authorized repairs on 09/14/2017 she signed a document releasing Master Europa from any responsibility in case of fire, theft, vandalism; however Master Europa acted in good faith and took customer at her word she said the cords were actually in the vehicle.  10/05/2017 Mrs [redacted] picked up her vehicle from Master Europa and paid in the following manner:DEBIT CARD: $500.00 DATE: 10/05/2017CHECK # 5041 AMOUNT= $600.00 DATE: 10/06/2017CHECK # 5210 AMOUNT= $622.19 DATE: 10/09/2017 Note: the two checks were post dated for AFTER the car was picked up and even so, Master Europa allowed Mrs [redacted] to pick up her car in good faith.As soon as Mrs [redacted] got in her vehicle she called Production Manager, Joel over and said her front seat controls weren’t working, that the seat wouldn’t move forward and it was too far back.The car was taken to a work bay entrance to try to establish the cause for this, although no work was done in the seat area or electronics of the vehicle other than to move the vehicle to and from work areas.  It is discovered that BOTH front seats are not working.   Fuses are checked and fuses nos. 6, 10, 11 are missing.  These fuses are needed for proper seat functions.   Fuses 6,10,11 are installed per Mercedes Benz requirements Seats still not functioning. Checked trunk fuses and all pertinent fuses are functioning properly. After some research back seat was removed to see if an additional fuse box is present under the seat as MB forums indicate.  No fuse box is discovered and back seat is reinstalled. Next troubleshooting ste is to remove rt frt door panel to see if seat controls are functioning or not.   ME technicians were willing to continue troubleshooting (as at this point only 1 hour had transpired since seat issue was detected); however, Mrs [redacted] was adamant that all work stop on her vehicle and she take the vehicle as is, since in her opinion ME technicians were incompetent and not qualified to work on her 1998 Mercedes 230C. (NOTE: Master Europa has over 20 years of experience servicing and repairing high end luxury vehicles such as Mercedes, BMW, Porsche, Audi etc…) Throughout this time of troubleshooting, Mrs. [redacted] is rude and insulting towards ME techs, calling them incompetent, useless , thieves etc…raising her voice and yelling and questioning every effort that was being made to find the cause for her front seat failure.  10/05/2017:  SD writes a review on YELP stating her vehicle was vandalized (Not True) and blown out with a leaf blower (Not True) and irreplaceable parts lost (Not True). Also claiming her vehicle received additional damage during repairs (Not True).  In addition, YELP review contains offensive language as to the reason and way owner [redacted] passed away. Again, using offensive language towards owner [redacted] and staff.10/07/2017: SD shows up at [redacted] personal residence to harass her about supposed damage done by ME to her vehicle.  VB asks SD to leave her home.10/09/2017:  [redacted] – Senior Field Appraiser at MetLife send [redacted] an email stating that she has inspected all work performed by ME and she is satisfied that ME performed repairs per MetLife estimate parameters and vehicle is now in Pre-Accident condition.10/10/2017:  ME deposits 2 checks that were written by SD as payment for repairs on vehicle  Check # 5041                      Amount= $600.00             Date: Oct 06,2017Check # 5210                      Amount= $622.19             Date: Oct 09,201710/13/2017:  Both checks that were deposited come back as STOP PAYMENT10/13/2017:  ME informs [redacted] at Metlife of returned checks and ME’s intention to proceed with legal action.10/16/2017: SD sends email from [redacted] email account demanding positive solutions and claiming there is no proof the checks came back because she had never taken any such action. (Proof in file).10/17/2017:  ME sends registered letter notifying  SD of returned checks and intent to proceed legally if amount not paid in full with cashier’s check or cash.10/17/2017:  An additional letter is sent to SD’s PO Box address in CA, as that is the address she wrote down on work authorization and that is also the address on check she submitted to pay for services.11/01/2017:  Registered letter comes back unable to deliver due to address containing 4 units.11/01/2017:  ME re-sends registered letter to all 4 units in hopes of reaching SD.  11/01/2017:  All 4 letters come back unable to deliver.11/01/2017:  ME contacts Tarrant County DA worthless checks division and they state that at this point every attempt has been made to contact SD for payment and after 10 days file can be submitted for prosecution.11/09/2017: SD Came to Master Europa offices with a Cashier’s Check to make full restitution for checks that had come back as STOP PAYMENT.Throughout this whole process Mrs [redacted] has been insulting, mean-spirited to the living and dead.  As you can see by her comment in referring to our late owner way of passing. That is the nicest way she has put it, going as far as saying our late owner [redacted] “blew his brains out” in a previous posting on YELP, it is no wonder his widow was outraged at Mrs. [redacted]’s behavior and the way she referred to her late husband and in her stalking practices in going to the owners residence.  She constantly slams the phone and hangs up on ME personnel in mid sentence.  Threatening to ruin the reputation of ME employees for not bowing down to her and doing their job.Master Europa has a reputation of quality and customer service and in every case where mistakes have been made in the past we have bent over backwards to make things right to the point of losing money on a transaction in order to do right by our customers.  But when a person acts in a mean spirit and insults you and calls you a theif and defames the name of our previous owner by spreading in a public forum that which is such a private and painful memory for our owner and then has the gall to come and demand “positive” solutions via threatening discourse and insulting and threatening emails then it was the decision of our owner to only deal with such a person via mail and the letter of the law.  I invite anybody to research all the reviews that have been placed on YELP or any other social network by this person and you will see a pattern of behavior that is indeed disturbing.

Complaint: [redacted]
I am rejecting this response because: the email is basically one big lie. [redacted] refused to accept payment forcweeks in retaliation to my negative but true yelp review. master europa has been paid in full and [redacted] emotionally overwrought diatribe has NOTHING to do with damage caused by master europa. neith [redacted] nor his staff had a clue as to HOW to repair damage caused. the fuses have NOTHING to do with seat operation. master europa destroyed a part called a RELAY. [redacted] kept saying fuses were missing. well they are not suppose to be installed for operations not on the car to begin with ie seat warmers, rear window wipers etc. madter europa removed BACK SEAT, removed necessary fuses unrelated to driver seat operation etc etc. the one time [redacted] spoke to me- YELLED at me, she was furious over the yelp review and threatened to “ get you one way or th other “. metropolitan life ins is convinced madter europa is at fault and processed my claim against master europa for broken driver seat as vandalism. 
master europa continues to use the Revdex.com logo on their front door, despite not actually being an acredited member. evidence is [redacted]  her master europa are leaderless after the owner recently died tragically and suddenly. [redacted] maybe appears for an hour a week. workers are disgruntled. rude to customers. incompetent. my car was burglarized and ransacked while in master europa custody. admitted to by [redacted] and stolen articles replaced by master europa. i attempted to attach photos showing 5 or 6 me workers attempting to “ try to figure out “ ( [redacted]’s words) “ how to fix” seat. the repair is under driver seat, NOT under the hood. NOT under back seat. entire experience frustrating and expensive. rather than fixing problems, [redacted] threatens and retaliates.  this whole episode is [redacted]’s histeria over much deserved yelp review. but leaves me with $300 repair bill.  
Regards,
[redacted]

We are in receipt of your email regarding this “claim” by Mrs. [redacted] and we are in the process of responding to her statements.  We should have a response from our owner, [redacted],  to you by end of business today.  Thank you for your assistance in this matter.[redacted] --  Production ManagerMaster Europa LLC[redacted] – Office[redacted] – Cel[redacted]

ms [redacted], to clarify, I paid master europa $500 with a debit card and 2 checks of $600 and $610. master europa has claimed the checks were not paid, which is not true. they have never been presented at bank of america.    I have receipt.     dealing with master europa is the...

worst retail experience of my entire life.    the owner killed himself recently ( which was not known to those who referred me) and the widow only drops in once a  week or so , otherwise, no one person is in charge.    she refuses to talk to me. dies not even communicate thru the receptionist. it has been extremely stressful.    they are, bar none, the sleaziest, most incompetent, untrustworthy bunch of liars I have ever dealt with.      [redacted]