ABRA Auto Body and Glass

We replaced the left quarter fender as part of the USAA claim. When the customer pointed out the control panel was not working, we brought the vehicle to the Jaguar dealer. They indicated no cause of the issue but it needed to be replaced. USAA denied coverage as it was not deemed
to be part of the claim. We ordered a LKQ for $but it was the wrong one. No others were available. A new control unit is $total. ABRA is now working with USAA for a plan of action for the customer

ABRA leadership met with the customer at the shop when she came in to pick up the vehicle to discuss her concerns and inspect the vehicle We suggested taking the vehicle to a dealership to evaluate what is happening with navigation system; to date, the customer has not followed up with ABRA
on this issue Upon inspecting the vehicle, ABRA found a large chunk of seat cover and padding is missing from the third row seat, and there is dog hair in the back of this vehicle, along with chewed up plastic which the customer stated was from their dog In the event the damage is not from a dog, it is possible the customer may have another claim for rodent damage. ABRA does not believe the damage is related to its workmanship. ABRA leadership suggested the customer file a claim for the interior damage and explain their concern An adjuster can then be assigned to determine if the seat damage is animal-related The Customer has declined to do so

I would like to follow up and update you with the status on my caseI finally received a call from ABRA shop- they inform me that my car is ready to be picked up, however when I ask if someone can wait for me to go over the list what they fixed, on one had time to do soAs this point, I do not
feel comfortable to pick up my car without going over what was done with my carAnd no one can give exactly rundown on what they fixedI am unable to reach out to the Geico to help me with that issueAt that point I feel powerless and frustrate - I feel like none of the both companies want help me to result that issue Can someone please advise me ? Thank you, *** ***copied and pasted from email

ABRA leadership has reviewed and corrected issues raised by the customer on 7/27/

Initial Business Response /* (1000, 14, 2015/06/19) */
Have left a voicemail for the customer to call me
Initial Consumer Rebuttal /* (2000, 23, 2015/07/07) */
Mr*** called indicating he is satisfied with Abra's handling, and asked that this complaint be closed satisfied

I have sent an email to the customer. He also responded via voicemail last night. Thank you Sue ***

I am rejecting this response because: They claim to have recorded email address incorrectly and received no response because they sent info to wrong address. They were provided with addresses for all correspondence , digital, written or oralWhat they submitted as proof is computer printer created data that does not agree with their statementsThey charged retail + 25% for many items to create prices although items were discounted to them and no invoices for claimed materials were legible unless generated at their site. I believe this company is committing insurance fraud by padding repair bills and billing for unnecessary repairs

ABRA leadership investigated this matter and has mailed the customer a gift card to cover expenses related to the rental car. The customer is appreciative of the follow up, and this matter is resolved

ABRA leadership spoke with the customer on Monday, May 22nd and Tuesday, May 23rd. The reimbursement check was delivered to the customer on Tuesday, May 23rd. As a customer service courtesy for the delay with the reimbursement check, ABRA leadership will provide a gift card to the
customer. The customer is satisfied with outcome and appreciative of the follow up by ABRA leadership

The complaint has been escalated to our District Manager for resolution

I am rejecting this response because:
These are all liesIn the police report it states they changed their story multiple times

Initial Business Response /* (1000, 5, 2016/03/08) */
I spoke with *** this morning to gather some additional informationI will now escalate this to our District Manager to handle
Initial Consumer Rebuttal /* (2000, 8, 2016/03/18) */

I am rejecting this response because:
My point of issue was the rudeness it was not addressed in the responseYes the Mgr fixed my hood and I am grateful but it just was handled with rudenessThe whole processNeed to work on customer serviceAtleast in my case

We already had a complaint filed by this customer through our complaint process on 8/1/16. The process is already in place. the customer wants us to pay for half of his bill. This is being escalated to our VP now

Initial Business Response /* (1000, 5, 2015/08/13) */
I have left a message with the customer's wife to call me to discuss this case
Initial Consumer Rebuttal /* (3000, 10, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I returned the
;call, the only thing that I got was a bunch of excusesThe representative that called me from the USAA claims depart gave me a bunch of excuses also
Final Business Response /* (4000, 12, 2015/08/19) */
USAA called and spoke with the customerThe damage that the customer is referencing was not part of the original claim or repair planUSAA offered to have the customer bring his vehicle into ABRA for those repairsThe customer stated that he would not bring his vehicle back to ABRA, and USAA stated that he could bring his vehicle to any of USAA STARS facilityThe customer says he is going to consult with an attorney about taking ABRA to court for fraudUSAA advised the customer that there is no fraud here and again offered to take his vehicle to a STARS shopThe customer said he would contact USAA when he had a decisionUSAA has documented their filethe customer agreed that there was no action required on USAAs part at this time

The staff at ABRA brought the vehicle in for inspection, pulled off RT & LT windshield pillar trims and dropped headliner. They found an excessive amount of urethane spread around the inside upper corners of the windshield (windshield recently replaced per customer / not by ABRA).
Shop water checked and found water entering around both upper corners of the windshield, running down behind the pillar trims, behind the dash and on to the floor. Photos attached showing trim removal, urethane around windshield corners and post trim. Short of removing the windshield (risking breakage due to improper installation)

ABRA’s district manager contacted the customer after receiving his complaint to discuss how we could resolve his concerns. ABRA has confirmed that the correct part is on order, and it will complete the work on the customer’s vehicle and will give him a price adjustment. The district
manager will follow up to ensure that the work is completed and the customer is satisfied

ABRA leadership was in contact with the customer and worked with the customer to resolve her concern on Tuesday, May 1st

ABRA leadership is in contact with the customer and recently resolved the customer's complaint

ABRA leadership contacted this customer and has made arrangements for the customer to bring his vehicle in on Monday, September 18, to resolve the concerns raised in this complaint. The customer is happy with the plan to resolve after speaking with ABRA leadership