ABRA Auto Body and Glass

Initial Business Response / [redacted] (1000, 8, 2016/03/09) */ Mr [redacted] is not our customer, he would need to work with the corporate office Final Business Response / [redacted] (4000, 16, 2016/03/09) */ I just called the customer on 3/9/ [redacted] says this is resolved by ABRA, Nate [redacted] We have sent the customer a checkHe is satisfied with this resolution

We had some difficulty getting in touch with the customer Her vehicle has been brought back to the shop, corrected and returned to her

ABRA leadership has been in contact and has scheduled the customer to come in to complete repairs

Our District Manager has been in contact with the customer The mechanical issues that the customer is having are based on an additional accident with this vehicle It is still sitting at the dealership and has been since May The customer has purchased another vehicle USAA has denied all additional claims on the vehicle the customer has stated that she just wanted ABRA to know about the bad experience she had, but is not expecting any additional action from us

I am rejecting this response because: In the past no one ever gets back to us about follow up We did receive a call from tom yesterday and we are supposed to get a call next week for inspection of this issue

ABRA leadership has been in contact with the customer ABRA replaced a couple of fender liners and a new emblem then installed them at the customer’s convenience The customer is very happy with the outcome

ABRA leadership has left messages with no return call from the customer At this point, ABRA leadership will await the customer’s call to resolve

ABRA leadership investigated the issue and determined the window regulators need to be replaced in order for the windows to work properly The window regulators were not part of the original damage reported on the claim, and need replacement due to wear and tear ABRA leadership has communicated the findings of the investigation to the customer

I am rejecting this response because: Abra Auto Body worked on the front end of my vehicle and were the only possible cause of the cut in the radiator hose I had not opened the hood of my car for weeks or even months before taking my car to Abra for repair and therefore I could not have cut the hose Several hours after picking my car up from Abra is when my car started to overheat; this was on the side of the highway, late at night in the freezing cold, so I was unable to pinpoint the cause of the overheating I added water to the radiator and continued driving to Cincinnati (from Memphis, TN) The next day I inspected the radiator and hoses and that is when I found the cut in the radiator hose Abra is the only possible cause of the cut because there are no moving parts in the engine compartment in close proximity to the hose that could have cut the hose I certainly could not have cut the hose because I did not lift the hood nor did I have any tools to use to cut the hose (I had been out of town for several months working and the night I picked up my car from Abra, I was traveling to Cincinnati for my mom's funeral)

This issue will be escalated to our District Manager to contact the customerI will provide details on the DM response when I receive it

I am rejecting this response because: USAA has already had an adjustor out to the ABRA site in Sept and they communicated that the issue did not occur because of the accident and it was not covered Additionally, I have been told for months they have been in contact with USAA but when I call USAA, there are no notes on my account that indicate any communication is occurring This is simply the same answer I got over a month ago How long does it take to get a decision that they need to fix the vehicle or talk to me about options(other than take it back broken and pay for it all myself) and get my car backI am quit willing at this point to file a complaint with the Attorney General, will be writing a complaint letter to the CEO of ABRA and if needed, engage a lawyerI am just hoping not to have to do all these thing and the Revdex.com can help get it resolved before additional steps have to be taken.Thank you for your assistance, ***

This is our District Manager's response on 1/at 6:45pm; This was a warranty issue from General Motors with a peeling cover on a new vehicleThe shop re-painted the cover and it began to peel againThe shop spoke with the dealership and they were going to push for a new cover and it was dragged on and deniedThe shop should have better about getting back to the customerThe vehicle and I have made arrangements to meet early next week so I can inspect the vehicle

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meEverything they said is entirely correct however I don't recall getting quotes on how much it would cost, however at this time I am checking on the previous damage on the vehicle Thank you, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/10) */ This will be escalated to our District Manager for resolution Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Is not even addressed yetWill wait for this to be acknowledged and allow the District Manager time to respond Final Business Response / [redacted] (4000, 33, 2015/10/19) */ Our district Manager now has the customer's work phone number so he has left a voicemail for her Final Consumer Response / [redacted] (2000, 49, 2015/11/02) */ They corrected the problems with my vehicle

This message is from our District Manager, Rich [redacted] ;I just finished talking with Mr [redacted] In speaking with him he is still concerned that the rear lift gate glass is not installed correctly in his vehicleWe have had Travis our Glass Manager look at the vehicle and measure and compare it to other vehicles like Mr [redacted] ’sIt is our opinion that the glass and the installation are correct I ask Mr [redacted] what we needed to do to resolve this situationHe was unable to give me a specific resolution so I proposed that we order from Volkswagen another glass for his vehicleI offered to send our glass Manager Travis to him to install itHe has agreed to allow us to do this in an effort to confirm that the glass is correct and that it is installed correctlyI apologized for any inconvenienced he has experiencedI verified that his other concerns have been taken care ofThe rear gate has been adjusted and the emblems he referred to were given to him and at his request he will place them on his vehicle in the location he desires I will let you know how things go with the installation of the new glass

This email is the response by ABRA's District Manager; The issue that stated here was poor prior repairs in the same area of the damagesAnd of course when we completed our repairs it made the adjacent panels look worse than they looked before we started repairsState Farm got involved and inspected the vehicle after repairs were completed and vehicle was delivered back to the customerThey found that a body side molding (what the customer is referring to as a panel) was lifting so they requested the shop to replace the moldingThe shop received the message and never followed up on itAt this point the customer is not willing to allow us to replace the molding and State Farm is paying another repair center to replace the molding The shop and I have discussed this in depth in regards to following up and most importantly “do what we say we’re going to do”!

ABRA leadership was in contact with the customer and worked with the customer to resolve his concerns on Tuesday, April 24th

ABRA’s district manager contacted the customer to discuss how we could resolve his concerns They agreed that the customer will return the after-market parts he purchased due to poor quality and fit ABRA will remove the parts and reinstall his OEM pieces, and will also refund his $

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ This complaint has been forwarded to our District Manager for resolution with the customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ I have left a voicemail for the customer Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm still waiting to be resolvedI heard from District Manager to hear my side and waiting for response Final Business Response / [redacted] (1000, 24, 2015/08/04) */ We are refunding the customer $ Final Consumer Response / [redacted] (2000, 27, 2015/08/06) */