Complaints

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle came back worse then I left it also treated wrong cuss at me n did not fix my vehicle properly

  

  Business response

  08/16/2024

  Dear ***************************,

  
  We understand that you have concerns regarding your vehicle and its repair history with our shop. We appreciate you bringing this matter to our attention.
  To clarify the situation, your vehicle was brought to our shop for repair and subsequently left in our care for an extended period of two years. This caused significant inconvenience to our operations.
  Upon your return, we released the vehicle without charging any fees because we want to help. We understand that you used the insurance proceeds for personal purposes.
  We want to emphasize that our shop has not received any payment from you or your insurance company for the repair work performed. Therefore, a refund is not applicable at this time.
  Regarding your communication with one of our shop managers that you offer to trade insurance money for dogs, we appreciate your interest; however, we do not engage in such transactions.
  We are committed to resolving any misunderstandings and providing excellent customer service. If you have any further questions or require additional information, please do not hesitate to contact us at ************ or ******************************************  
  

  Thank you for your understanding.
  

   

  Sincerely,

  ***************************** - CEO

  Pro-Masters Auto Collision and Hail Center

  **********************************

  ************

  Customer response

  08/20/2024

   
  Complaint: 22141548
  
  I am rejecting this response because:I am rejecting this response because:
  Services and guarantees were not done out of good faith or wanting to help a single mother out. I paid $13,694.73 in payments to Pro masters for hail damages and minor dents. I have bank statements text messages about balances owed and receipts for services. I initially was made promises and guarantees that all damages on vehicles would be fixed my satisfaction during the process I became satisfied with employees and services. I asked for vehicles to be returned, and I would pay for all services done to that point uncompleted I was told vehicle would not be returned. I Waited several months called I expressed again. I did not want to use pro master services any longer, and I would like to take my vehicle elsewhere to be completed for the hail damage and minor dents. I was told I had to let them complete work even though I was not satisfied with services and if not, they would not return vehicle to me and they would just keep it months later I called again I expressed again. I was not satisfied with prom services, so can I please have my vehicle back once again I was threatened about keeping my vehicle even though all work was not completed and vehicle was just sitting in the lot. Im finished for an extended period of time. I then paid remainder of balance owed on $13,694 and.And $94.73. I still had to wait another month for services to be completed in full upon return of vehicle. I expressed my dissatisfaction with services and conditions of vehicle there were multiple chips, bubbled paint and all the other damages multiple warning signs on dash broken driver window driver controls and windshield that were not present when vehicle was taken to pro master I asked if vehicle was stolen broken into or if someone was driving vehicle while it was there once again manager became very irate and hateful in the following days. I noticed more problems I took to Dodge dealership found out a battery that was installed by pro masters had dead cells and was no good which caused the car components to have multiple problems. I told Pro master manager I was under the impression that the vehicle was safe and would not be returned with multiple issues because it was on private lot. He advised me it is not their responsibility to ensure safety of vehicle on lot and it was not their problem about my dissatisfaction of services and conditions of my vehicle and *********************** stated he had attorneys I would like a full refund or for pro masters to pay to have services done to return vehicle to its original state. That it was in when I took to pro masters service lights driver tint door controls multiple chips I want to resolve issue and prevent another consumer from having same bad experience.
  Sincerely,
  
  ***************************

  

  Business response

  08/21/2024

  Please see attached letter.  Response was too long for response box.

  Customer response

  09/03/2024

   
  Complaint: 22141548
  
  I am rejecting this response because: We can both agree $13,694.73 was paid. I do appreciate pro masters working with me but on the same hand, I shouldnt have to except bad quality work and all the other damages sustained to my vehicle while at Pro Masters, especially for the amount of money paid. pro masters is a auto repair shop that gave an estimate for repairs on my vehicle my understanding was for repairs (to restore to good condition)and I was informed with a smile given promises and guarantees of quality work to my satisfaction. I was at no point informed if my vehicle was sustained additional damages and problems while at pro masters and looking at reviews about pro master im surely not the only customer that ran into the same problem with pro masters that is why COLORADO has an attorney general and a consumer protection act to protect the small consumer from large companies with lawyers to ensure consumers get what they paid for, for services and goods it would be fair to say the repairs Would probably be cheaper than the lawyer fees Im just asking for pro masters to do the right thing to resolve the issue repair or reimburse for the bad quality work chipped, and bubbled paint and fix the damages that were sustained While vehicle was at Pro Masters Driver window, tint, control, panel, driver, control, panel, and multiple indicators Or give me a full refund.
  
  Sincerely,
  
  ***************************

  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2017 Volkwagen Passat here for hail damage repair. I took the vehicle in with nothing wrong with the vehicle besides the hail damage. It is noted no other damage to the exterior or interior of the vehicle. When I picked the vehicle up I noticed a large deep scratch in the rear left bumper with white paint on it. However I did take the vehicle from the lot and drive less than 10 miles away and when I stopped to get gas noticed the damage. I immediately returned to the shop and tried to address the damage with them. I was told because I did not notice the damage before I left that I must have done it in the half hour that I was gone. I did not damage it. They said that they were not going to repair it. Upon further inspection of the vehicle I came across much more damage caused by them repairing the dents from the hail. They did not take out the headliner properly and fully to get to the dents in the roof and by doing so bent the headliner and damaged it so severely that it needs to be replaced. The handles on the front driver and passenger roof were not installed at all just pushed back into place and came out of the ceiling when pulled on. They also broke numerous clips on paneling throughout the vehicle. When I spoke to **** the *** about the damage he said yes ************** and that they would make it right. They then proceeded to try and file a supplement to the claim on my insurance to repair the damage they had caused by their shotty workmanship. Which the insurance company promptly denied. **** agreed to pay **************** for the headliner and has now recinded that and is not willing to repair the vehicle. He now wants to do it himself, why would I have the same company that damaged the vehicle try and repair it. I won't and neither would anybody else. They are also having their customers write 5 star reviews for them on as many platforms as possible in exchange for a reduced out of pocket cost to make the repairs. NOT OK

  

  Business response

  11/17/2023

  We spoke with the customer and informed them that the headliner crease was our fault and we would take care of it.  Customer stated he wanted parts ordered from a specific shop.  He, then, informed us that he does not want the repairs fixed by our company.

  Our CSR walked the car with the customer and they signed a form saying "Customer is 100% satisfied with all repairs performed to the above vehicle".  (Please see attachment) 

  The customer told our CSR "Don't think you're out of this either sweetheart, you'll be getting a subpoena too".  

  Customer also told us that he was getting lawyers and hundreds of thousands of people to provide bad reviews.  Phone recording can be provided if necessary.

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩