What clients say about Modern Masters in Martinsburg (WV)
I saw another review recently that said to avoid this place like the plague...I think I would rather experience a nasty case of Covid rather than spend another penny or waste another moment at Modern Masters.
***Update to this, considering the response from the shop. This is typical of what Craig does when confronted:
1. It centers the writer’s personal hardships in a way that can feel self‑focused
Bringing up hospitalization and the death of a brother is deeply human, but in a business context it can come across as:
Shifting sympathy toward the writer
Using personal tragedy as a shield against criticism
Reframing the issue around their suffering rather than the customer’s experience
This can be interpreted as narcissistic or self‑serving, because it redirects the emotional weight of the situation back onto the business owner.
2. It deflects responsibility rather than acknowledging the customer’s frustration. The message emphasizes:
Backlogs, Parts delays, Outside machine work and Tuning schedules. While all of these may be true, the tone leans heavily on external factors, which can feel like:
Avoiding accountability, Minimizing the customer’s perspective, justifying rather than addressing the core complaint.
This is a classic deflective communication pattern.
3. It subtly blames the customer
The line about the vehicle being removed “at your request” can read as:
“This is your fault, not ours.”
A passive‑aggressive reframing of events
A way to shift responsibility back onto the customer
Even if accurate, it can feel evasive because it avoids acknowledging why the customer felt the need to remove the vehicle.
4. It uses supposed professionalism as a moral high ground
The final paragraph about not engaging with threats or harassment:
Implies the customer behaved inappropriately, positions the business as the rational, ethical party, casts the reviewer as unreasonable or hostile.
This can come across as moral superiority, which some people interpret as a hallmark of manipulative or narcissistic communication.
5. It lacks empathy toward the customer
There is no:
Acknowledgment of the customer’s inconvenience
Recognition of their frustration
Expression of regret for the experience
The absence of empathy can make the message feel cold, dismissive, or even sociopathic, because it focuses entirely on defending the business rather than repairing the relationship.
6. It reads more like a justification than a resolution
The structure is:
“Here’s why we’re not at fault.”
“Here’s why delays aren’t our responsibility.”
“Here’s why you’re partly to blame.”
“Here’s why we’re the reasonable ones.”
This can feel:
Defensive, Image‑protective, more concerned with public perception than with the customer.
In reading Craig's response, I say it:
Prioritizes self‑image over customer experience
Uses personal tragedy as a rhetorical shield
Avoids accountability
Subtly blames the customer
Lacks empathy
Attempts to control the narrative
Positions the business as morally superior.
By the way, these pictures show the exact condition that my car was returned to me. I dont care how upset I may have made you or what dispute you have, there is NO EXCUSE for the treatment of my vehicle. ZERO. AT NO POINT SHOULD A CUSTOMER VAR EVER LOOK LIKE THIS.
Modern Masters: A Rare Gem in Automotive Repair
Modern Masters is hands-down the best automotive shop within a 500-mile radius and beyond. There’s a reason German Car enthusiasts and everyday drivers alike bring their vehicles here from all over the country.
Even after moving over two hours away, I continue to have my car towed back to this shop. I wouldn’t even consider trusting another repair facility.
What sets Modern Masters apart is their unmatched professionalism, honesty, and dedication to quality. They are:
Highly skilled professionals, not just mechanics.
Fair in pricing and labor, always transparent and never up-selling.
Committed to OEM standards, sourcing the best parts available while keeping costs as affordable as possible.
They genuinely care about doing things right the first time—no shortcuts. My 2011 Audi S5 4.2L V8 had a number of complicated electrical issues, including a Clock Spring Module that couldn't be properly coded. Multiple other shops failed to resolve it. Modern Masters not only diagnosed the problem accurately, but went above and beyond to solve it permanently.
When traditional coding methods failed, they reached out to an industry legend—“The Audi Whisperer”-a master technician with over 30 years of experience in VAG electronics. Thanks to his expertise, they sourced and properly coded an older compatible module, fully restoring traction control and eliminating the issue.
This level of dedication is almost unheard of today. Most shops either don’t have the technical depth or would’ve given up—or worse, delivered a half-measure fix and sent me on my way.
Final Verdict:
Modern Masters doesn’t just repair cars - they restore confidence in what true automotive mastery looks like. They saved my Audi when no one else could. And they did it in just one week.
I’m incredibly grateful - and honestly, a bit in awe. This team is the real deal. ?
I contacted this place about my mother who needed an engine replaced for her Mercedes. They were rude and seemed to have no interest in the work. I would not recommend this business to anyone.
Craig and his team at Modern Masters were great. They diagnosed my GLE63 quickly and fixed the motor mounts for wayyyyy cheaper than the dealership. Modern Masters has done other maintenance on my Mercedes and I would highly recommend Modern Master as an alternative to paying dealership prices.
Recently had my C63 tuned here, after I had some engine modifications done. Every interaction I had in person and over the phone was awesome. Great customer service and support. I'll definitely be back for some dyno pulls after I get some kinks worked out with my AMG!
I’ll definitely be coming back and bringing my car here in the future.I highly recommend them to anyone looking for reliable, honest, and efficient service!
I brought my vehicle to Modern Masters for an alignment and they did an excellent job. The staff was professional, the service was quick, and my car drives smoother than ever. You can tell they really take pride in their work. Definitely recommend them if you want the job done rig
Best place to get your car fixed hands down!! My daughter added too much oil in her car.. they had it towed there and fixed within the week! Great quality service at its finest!
I give Modern Masters a rating of 5 - only because 6 & 7 were not options offered.
I just their experience, expertise, and honesty.
You can't say that about many people and places anymore these days.
Avoid this place at all costs. Completely disgraceful scammers looking to get money from people without actually doing any work. Can't handle the workload, can't schedule properly, can't keep employees, can't stop the greed.
Charged $160 just for looking at the car.
Charged $180 for a simple oil change that has averaged $120 over many years. Attempted to keep the car for 5 days to change the oil because they wanted to change the gas cap too (no need to keep the car for that).
Charged $150 to use a spray cleaner on a differential. Told to come back in a week to inspect again. Surprisingly, wasn't charged another $160 and this is a positive experience we had with them but keep in mind it was because they only had to glance for a moment at the leaking diff casing and even they probably couldn't justify it. Another positive experience is they correctly resolved an evap leak code with a new gas cap and dipstick plug (the two most common causes and easiest to resolve).
Paid a total of $600 for an oil change, can of cleaner, gas cap and dipstick plug without ever being given an estimate for any of that. Seem excessive?
Quoted $3700 for a new differential ($1300 parts, $2400 labor). Attempted to pull a deposit of $2700 on the same day as giving the quote, over the phone, while informing it should only take a couple of days and being told they have a policy to not take anything less than $1000 less than the total estimate as a deposit. Decided to approach in person after raising an eyebrow only to be told the deposit was merely to secure a spot on a long waiting list of customers who have paid to be in line and still have not had their cars worked on in months (not a selling point, hilarious it was used as an argument to convince us to pay That much to get in THAT line). Could not give any sort of estimate on when they could begin work, but still insisted on the estimate costs and deposit. Walked away feeling lucky we didn't engage further but did NOT appreciate the stress.
Other negative reviews are dead on the money. Parking lot IS full of cars rotting in the elements with dirt and spider webs on every single one of them. Cars clearly haven't been touched. First shop in my life I've ever seen do that to people. Main reason I held suspicion after reading reviews but it's confirmed 100%.
Staff, including the receptionist and mechanics have left the company, per what the guy said. Owner is in trouble, most likely going under (and for good reason) and will do anything he can to use you and your money to get out of it. Shop just needs to close already.
Again, avoid at ALL costs. ANY shop within a reasonable distance is better. If you go here, you WILL lose your money and not get the car repaired. They won't even try. Absolute disgrace and borderline illegal operation. I classify this business as a genuine scam and threat. Would report to the state if I felt it did any good. Will never return, will take my car to the dump first.
Found a nearby, reputable, service center that has already completed the entire differential replacement job in 3 days for $1600 ($400 parts, $1200 labor, including coding).
Fantastic caretakers for my pain in the ass diesel Mercedes
I have a 2010 r350 diesel. I brought my car to modern Masters from Calvert county Maryland because I couldn't find anybody that would help me with my transmission issues. The transmission had a flare going into second gear indicating it was time for a rebuild or a used trans.
My first trip up The team had it and performed some troubleshooting, uncommon maintenance, and reset the adaptations because sometimes that can fix the problem, and is the least expensive/invasive remedy. After driving it for a few weeks it was a little better but the flare was still there. After discussing my options, I decided to have the team put in a used transmission for me.
I brought my car back the second time and, in typical fashion my car did oddball things without any check engine lights or codes. Rusty stayed in contact with me and kept me up to date with what was going on. He was completely honest and worked through the problems until they were solved. (Twice updating me after staying late) It took some patience on my part but I am extremely satisfied with how thorough they were, how friendly they are and the fact that they didn't try to BS me.
I am a fairly hardcore auto hobbyist with trust issues. I have had Audis,Volkswagens, BMWs, and Mercedes cars and rarely employ a mechanic or shop. I've rebuilt over a dozen engines for these cars for myself and friends, and I've never had a vehicle I would describe as "hard to work on" until this one. I really can't say enough how much I appreciate their efforts, their honesty, and their expertise.
I bought my used 2015 Forester from CarMax last year. After taking my used Forester to Modern Masters it rides as if I have a new car. Finding honest, kind and knowledgeable mechanics are like finding a family physician you trust them with the most valuable possession the safety of your family in the car the repair or maintain, they are worth their weight in gold
The Modern Masters team always provides an informative and productive experience. They make sure to communicate your problems effectively and provide proactive measures you can take to keep your vehicle healthy. I was looking for a shop that worked on Mercedes cars and the reviews alone made it clear I could trust them with my vehicle. They go above and beyond with their customer service! I highly recommend them for luxury and non luxury vehicles!
Thanks for all that you do! Being all the way in San Diego, CA, I was only able to reach out and ask them for help as I was having questions and issues rebuilding my AMG M156. Craig and Rusty are truly kind, selfless, and helpful enthusiast that will go out of their way to assist you if you have a question or need their guidance. I wish I can take my car to them! Every direction and advice they gave me was spot on accurate and it helped me get through my own engine repair. Their generous and overwhelmingly detailed YouTube videos have helped me get through the difficulty of the M156. Their experience, knowledge and helpfulness is priceless…..all the way from San Diego, thanks guys!!
I have a bumper-to-bumper warranty and this place was the only one in the area that worked with it.
After diagnostics they told me that whomever did the previous oil change didn't drain the old oil before refilling and this bent the spark plugs. They may as well have told me that my blinker fluid was bad. Is that even possible?
They quoted half the value of the car and told me they would submit it to insurance AFTER the repairs were made to see if was even covered.
I declined the ~$2,800 quote to change the spark plugs and before I left one of the techs offered to 'take it off my hands.'
I know how an engine works. I know how to change a tire and my oil. I know how to use google to find the average cost of my repairs and see that it is not anywhere close to to the quote. My instinct suggests that they thought I was a sucker.
Maybe they were legit and I am an idiot but so far the spark plug story makes no sense per anyone I've spoken to.
Stay away from these guys. Thought they are trustworthy and didn't even research the reviews. Got many bad reviews here and in AMG forums. Wish I read them before I committed. Most bad reviews explain the exact unprofessional experience I'm currently dealing with. Was promised a timeline of 2-3 months, now 6 months later trying to stop doing business and collect my engine and car. Have been getting the run around for two weeks that no one knows where the shop is thats doing my engine but Craig and he is too busy to respond. My car car has been sitting outside for 6 months. I have a 8k ppf matte wrap thay hasn't seen sun more than a day u til modern masters lot. Now have to go through a nasty experience to recover my property and am spending extra money on a lawyer to recover my 28k I paid to them.
I paid thousands for an engine rebuild at Modern Masters, and it was a nightmare. After towing my car nearly 100 miles to their shop, it took them over two months just to diagnose the issue. Despite knowing I’m a student who relies on this car, they delayed the work for eight months, gave vague updates, and ignored my calls. Craig, the owner, never spoke to me on the phone, communicating only through unprofessional Instagram messages.
I provided a detailed list of parts I wanted replaced, which they agreed to but largely ignored. They pressured me into paying upfront, promising to start immediately and offering a discount to maintain their warranty. However, they used my oil change kit and valve cover gaskets but still charged me for them, later giving me a used jug of oil as compensation. They also tried to steal my oil dipstick. They have a history of keeping parts, because they also tried to keep my catalytic converters, supercharger oil, and other parts the last time I was here. Anyway, When I finally picked up the car, the check engine light came on within a minute of driving. Craig claimed he test-drove it without issues, but when I returned, he disappeared, leaving me stranded.
I later took the car to other reputable shops, who confirmed that much of the work I paid for was never done. The head gaskets, oil pump, and other critical parts were untouched, and my car still leaks coolant into the oil (multiple oil samples for proof). The transmission bolts were untouched, indicating that the engine was never removed. The exhaust manifold bolts were rusted and untouched, and the head bolts, which are crucial to replace during a head gasket repair, were left in place with visible rust on it as well. Craig blocked me on Instagram when I tried to resolve these issues, showing a complete lack of accountability.
Craig is busy taking on jobs for YouTubers in Chicago, while his customers’ cars sit neglected for months. Don’t be fooled by the glossy YouTube videos – the real story is in the Facebook forums, where I’m not the only one who has experienced these issues.
Craig’s confrontational and unprofessional behavior, coupled with the shop’s blatant disregard for customer satisfaction, has left me scammed out of thousands of dollars and with a car that’s still not properly repaired. I strongly recommend that no one ever gets their vehicle serviced here.
Brought in my VW Passat for a diag on a coolant leak I didn’t have time to work on. Labor rates are on par for the area, and the front desk was extremely communicative throughout the process. Seamless drop off and pickup both after-hours.
Drop-off for Monday, work authorization same fay for further diagnostic and price approval, price approval for the fix on Tuesday with upgrade options, and done on Friday! I prefer to do all my own mechanical work, but Modern Masters saved me tons of time and will be my go to for this area when my own garage is occupied.
Had my 2014 Mazda CX5 brought in for service with 230000 miles on it, and they replaced the entire suspension, from struts and shocks to control arms, to engine induction service, and serpentine belt pulley, serpentine belt, manifold gasket, spark plugs, just a complete service as I love this vehicle since I have owned it 10 years, now it runs and handles like a brand new vehicle just like back in 2014. Excellent service from Rachel at the front desk with scheduling to the week of the service, to keeping me updated on the status of the vehicle. I truly recommend this service shop as one of the best I have ever been to in my life, keep up the great work.
Modern Masters in West Virginia truly embodies their name, demonstrating exceptional expertise and genuine care in their services. Visiting their garage, which I affectionately refer to as the "Car Temple," I immediately felt the warmth of their golden-hearted team. In October 2023, when my Range Rover suffered an engine failure, I turned to them for help. Their response was outstanding; they embraced me with open arms and addressed my issue with a traditional, customer-focused approach. Their commitment to prioritizing the customer's needs, coupled with their ability to adapt to any situation, undoubtedly earns them a 5-Star rating from me. Beyond their service, they produce fantastic content on their YouTube channel, showcasing their automotive prowess. Modern Masters has become the go-to car doctor for all my vehicles, providing reliable and top-notch service. I wholeheartedly recommend them for anyone in need of dependable automotive care.
This is a warning to all who want to bring their car here.
January 2023 I brought my C63 in for an engine rebuild. I was told to pay a deposit upfront and work will get started immediately. After many attempts at contact and many excuses and lack of communication work finally began in July 2023, My car sat outside in the elements for 6 months. The vehicle was completed in September of 2023. Upon receiving the car visible smoke was emitting from the exhaust and an audible ticking noise was present. The car is burning oil on top of all that and has wiring issues (that they fixed supposedly). After many attempts to contact Craig
and ask him to look at the car he dismissed many of these issues as normal, ignored my pleads and messages and pretty much told me it’s not his problem. I took the car to a Mercedes dealership and they confirmed the car burns 3qts every 500 miles and they have found metal in the oil meaning something is disintegrating internally. I will most likely need a new motor yet again. Overall a horrible experience and the owner Craig is not to be trusted.
So I went to Modern Masters to get my vehicle fixed upon getting a diagnostic done found out I need a new engine as I have to wait to save for the new engine as it's a lot modern Masters has waived the diagnostic fee. Never had that happen before. I will definitely go back with the same vehicle to get the motor swapped and after for work on the vehicle and will let others in the area to do so. They really saved me on this on. Love those guys. The staff is really knowledgeable and nice.
Could not be happier with Modern Masters. My 2012 C63 engine blew up and a very large Mercedes dealership that I had been loyal to couldn’t get the new engine to run correctly for 2 months due to some of the some mods. The person who built the replacement engine in MN knew craig at modern masters and told me to bring it there. They got it all figured out and fixed many of Mercedes’ mistakes in a couple weeks. They are an hour and a half from me and I’m taking my car back there from now on for whatever it needs. The drive is worth the quality of work, customer service, and prices. Far less expensive than a dealer and they are more qualified. What more could you ask for?
An unusual circumstance, I was in the midst of a move and had to drop my BMW off not knowing when I could pick it up. Obviously that was good for the guys too because they could check my car out when it was convenient for them. To make a long story short, my son picked up my car from them and I finally got to test drive it on a 1300 mile trip. New clutch and its parts and the clutch slave cylinder. I actually got a little bonus too. Excellent work. My car is amazing. All at a fair price. Do I expect them to work for free, of course not?? I paid what the invoice total was. I'm a customer now. Local men doing a good business. Support them and your community.
Highly recommended for any sort of maintenance or modification work!
Very professional group of young folks. You can tell they are highly passionate about their work and the cars they work on. Clean work too, for someone who is particular about being spotless it was a great experience. They take good care of your car and you can rest at ease about leaving it with them.
Highly recommended
Very good service and communication. They gave us a discount due to being a Verterans which was helpful. Got my family's 2 car back on the road safe and under budget. We now are able to go back to 2 cars and make more money which will help our family. Rachel was very helpful and the mechanics knew what they were talking about. We will definitely bring both our cars back for any other services we need from now on. Thank you & merry Christmas ⛄
Took my Mustang in for a rear-end rebuild and new driveshaft install and I couldn't be happier with the results. Have been driving it around for a few weeks now and no issues at all. Craig and Rusty treated the car like it was one of their own and provided me with updates on the work. They did not joy ride my car or abuse it in any way, unlike some of the dealerships around here. If you are looking to get aftermarket modifications done at a reasonable price you won't find a better option.
Craig and rusty are very skilled and got my car in and out for a rear differential fuel change. It was done right car feels great these guys are the only
People I trust to touch my vehicle. They’re very respectful, very professional, know what they’re doing! I will 100% come back to them for any other future work I need done. And on top of that they don’t brake your bank like other places to they have a very clean shop! I would suggest anyone that needs work done to go to them!!
Website
