ABRA Auto Body and Glass

My Insurance co recommended me to bring my car to this business to get repairedi had three schedules valet pick up with a rental car, they always stated that they were double scheduleI never got a call stating that they would not be able to pimy car are anythingI call them to drop off my car at their place of business I get their and then they have no car for me to rentTo make a long story short They have no respect for their customerI try calling the manager and they said he was in a meeting,,,, never received a call backI had to call my insurance co and stop the payment on the checkDo recommend this placeHorrible, Horrible Customer Service

Initial Business Response /* (1000, 10, 2016/01/19) */
I spoke to Mr*** regarding his concernsHis main concern is the headlamp that was not replaced not functioning as well as his door locks that do not functionHe understands both items was not touched by ABRA but feels that they are
accident relatedALLSTATE spoke to the customer and said he could get them diagnosed and if they are part of the claim they would cover themAt this point he does not feel as if he should pay anything out of pocketI offered to take the vehicle to our Everett location and I would meet him down there and we would cover a one hour diagnosis as a matter of customer serviceI also discussed that we do not make decisions of what is related to the claim but I would gather the diagnosis and personally talk our local ALLSTATE contact that can make those decisionsHe agreed and that he didn't have time because of the holidays and he also needed to pay for tabs for the vehicleI gave him my phone number to call when he is ready to schedule
When I get more information I will send another update

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 Regional Manager steped in and resolved the issue

Our District Manager has contacted the customer on 11/2/16. Spoke to *** he is in Arizona and wants to call me when he is back in town and we will meet the first part of next week, I let him know I will call him Monday to set up a time good for him, I have put a reminder in my outlook and
will keep you all posted

Initial Business Response /* (1000, 10, 2015/10/27) */
This issue has been escalated to the District Manager for handling
Initial Consumer Rebuttal /* (3000, 12, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't wait to hear what the
district manager has to sayWent I went to pick up my cat the check engine light was on and it hadn't been before or after the accident which was only the back end area of my carThey had to take it back and reset the codes for the check engine lightThen proceeded to tell me that it sometimes happens when you move a car very short distancesI followed up with a mechanic who them said that wasn't true
Final Business Response /* (4000, 14, 2015/10/28) */
The shop owner has left a voicemail message for the customer to work with her on resolution

ABRA leadership has been in touch with the customer
again about this matter. ABRA has re-sent the original invoice information to a new e-mail address provided by MrYates-Nasario, as well as to a second e-mail address ABRA had on file for the customer. In addition, ABRA has sent copies of the documentation via certified mail to the customer’s physical address to ensure he receives the information

Our district manager inspected the damage himself today. Here is his response.I went to customers residence to inspect vehicle and found that the vehicle had certainly been impacted and front bumper that had been replaced was now brokenThis is absolutely not a warranty claim and I advised
him as suchCustomer attempted to bully the center to have repairs done under warranty (messages below) and he admitted to me that he didn’t have the money to cover deductible for new damageBelow is also photos of the damage to the front cover he is claiming as warrantyABRA will not be covering this damage as part of our warranty

We were able to assist the owner with filing a new claim for the rodent damage to her wiring causing the issues on her vehicle. We assisted with her out of pocket expenses as well and this has now been resolved

Our District Manager, Steve ***, has been in contact with the customer on 7/27/16. I will get another update

Initial Business Response /* (1000, 5, 2016/02/03) */
We will get this escalated to our local District Manager for handling
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
still no one has called to have car
returned to fix the errors they causedmy car still has loose piece in head light and the windshield wiper motor has not been re attatchednothing has been resolved!!!! these new owners are a joke
Final Business Response /* (4000, 19, 2016/02/12) */
I have been unable to reach the customerThe information I am looking for so I can escalate this issue for resolution is the following;
1) Which ABRA repair center did this work? 2) What is the name of the vehicle owner on the insurance policy? 3) What is the year/make/model of the vehicle? 4) What insurance company did you work with on this accident? 5) What is the timeframe of the repairs? I am unable to find a *** or a *** in our scheduling systemThank you
Final Consumer Response /* (2000, 21, 2016/02/25) */

Initial Business Response /* (1000, 10, 2015/12/29) */
This is being handled by our director of Operations for franchise locations
Initial Consumer Rebuttal /* (3000, 12, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to h ear from the
ABBRA management, a refund of my deductible, and an apology
I now have to take mu vehicle to another collision repair in San AntonioThe hood is attached sloppily, seams visibly showing, BOTH side view mirrors with clear coat bubblingPossibly the worst customer service and repair I have ever experiencedAlmost crashed my vehicle on the way home from Chattanooga due to the replaced Left front headlight not aligned properly
Final Business Response /* (4000, 14, 2015/12/30) */
We have talked to the customer about the repairs and we have another call into her now based on the fact that the first decision was not approved by the customerABRA will cover all repairs, but we cannot pay her deductible
Final Consumer Response /* (3000, 16, 2016/01/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Covering my repairs is specified in the warranty they issuedIt is evident to me that this business cares nothing about the sheer inconvenience caused me financially and emotionally
I URGE any potential customer in need of auto collision repair to use another source
I have and will continue to talk with USAA about the service providedHopefully they will not refer any more insured to this shop

We have the vehicle back at the ABRA shop. The facts of loss from the accident don't match the customer's concerns. We will talk with State Farm and follwith the customer

I am rejecting this response because:
I have not heard from abra

Initial Business Response /* (1000, 5, 2016/01/18) */
I was finally able to reach the customer to get some additional information needed to escalate this issueI escalated this to our District Manager for resolution
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
She asked which location I was referring toNothing was resolved
Final Consumer Response /* (4200, 19, 2016/01/25) */
I received a call late afternoon on Friday 1/22/from Jay at ABRAIt was a strange way to follow up as he asked me a series of questions about the situation and details about the problemAs I answered the questions, he then mentioned that he was a part of the group that went to the mechanics shop to review with the mechanic what the problem was!!!! Why in the world would he be asking me questions that he already knew the answers too???? He also mentioned that Maison, the adjuster from Geico was denying that he commented that he believed it was from during the repair time and that LaMettry's must of left the car outside in the elements during the repair
Jay also commented that ABRA does not leave cars outsideI let him know that I live close by and have seen cars outside with tarps and without tarpsHe then said they never leave cars outside with doors offSo, I confirmed that they leave cars out during repair with different parts off, just never doors off and he said yes
His reason for disagreeing that it was during the repair was that the carpet was still wetHe said to ask the mechanic, which I didThe mechanic said, that it was not the carpet, it was under the thick padding under the carpet
Jays suggestion was to take it to another ABRA for an independent inspectionClearly Jay does not understand what "independent" means
I feel that I have enough documentation to take it to small claims court (not sure if I have to go after Geico (they guarantee their approved shops work) or ABRA), including; a video of the mechanic going through all aspects of this situation, the documented thoughts from ABRA that they wrote down and included with accompanying tape to show exactly where they thought it was coming from, a conversation that I documented with Maison from Geico (along with the mechanics admission that he mistakenly said it was repaired at LaMettry's) and a certified Volvo mechanic's opinion on the situation
With that, I will not be spending any more of my time trying to appease ABRA
I await ABRA's response
Final Business Response /* (4000, 21, 2016/01/26) */
I will escalate to our District Manager for response

ABRA leadership has spoken to the customer about this matter. This vehicle was recently brought back to ABRA for an issue unrelated to a recent repair, and ABRA had an inspection conducted by a dealership The dealership performed certain work on the vehicle relating to recalls,
including cutting and programming new keys, without the customer’s approval. When ABRA contacted the customer regarding this complaint, she explained that she is concerned the dealership may have performed other recalls/work to her vehicle without her knowledge In order to ease this customer’s mind, ABRA leadership has offered to take the vehicle to a dealership of the customer’s choice and work with her and with that dealership to have the vehicle inspected in order to determine if any additional work was done. The customer is satisfied at this time and will advise ABRA when and where she would like to have the vehicle inspected after speaking with her husband. The customer indicated that she is happy with ABRA and with this resolution

I have escalated this to our local District Manager to resolve with the customer.

ABRA leadership is currently working with the customer to resolve

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

Email response from our District Manager on 2/3/17:  We failed to follow through with what we said we’re going to do on the front end, and have now taken care of the issue after the customer complained.   We were to mail a hitch plug the customer and never did, even after the customer...

followed up we still failed to get it done. The hitch cover has now been recovered and on the way to the customer. Customer apologized to me for having to report this to the Revdex.com and thank me for getting it resolved.

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