ABRA Auto Body and Glass

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 2 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 back. I 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 lawyer. I 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,
[redacted]

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:
The situation was not handled in a professional way. After all the work done on my vehicle they "decided" it was a total loss. It was a frame...

check back on feb 21 and all of a sudden after several complaints they decided in April that it was totaled....complete bs. I took the vehicle to Gmc for a second opinion and was told they should have noticed this in February before they completed other work on the vehicle or it was just done. When I arrived to Abra to get my belongings out of the truck one of the employees says "I cant wait until this vehicle goes to auction!" Mind you Gmc said the frame was in good shape. Abra gave me a 250.00 gift card for my troubles. I felt completely disrespected after all they had my vehicle since feb7...it was totaled out april 6...what a shame!

Final Consumer Response /* (2000, 10, 2015/11/03) */
Please cancel this complaint, all is resolved! Thank you.
[redacted]copied and pasted from email.

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 me. Many thanks to Mike [redacted] who called me and got everything taken care of, I really appreciate it.[redacted]

I spoke with customer on 8/3/16.  This case will be escalated to the District manager who will work with the customer on resolution.

ABRA leadership has left 3 messages with no return call from the customer.  At this point, ABRA leadership will await the customer’s call to resolve.

ABRA leadership has attempted to contact this customer to discuss the matter and has left multiple messages, but has not received any response.  ABRA  has refunded the customer 100% of what was paid for the repair and considers this issue resolved.

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 me. I appreciate the management reaching out to my wife...but, I want the opportunity to give my side of the story. However, it most important that my wife be taken care of appropriately. as to the employee, it is my hope that Abra management team attempts to help this employee to understand that it is her actions that can affect others and cause more than just anger...they will cause loss of money for the company. If the company feels that the employee is salvageable...then it is my hope that Abra makes the appropriate changes to benefit and maintain their reputation. I am a little taken back that no ever contacted me...but at the same time I am more worried about my wife's needs over my own and I am very busy. Thank you for you swift action and shame on you for allowing an employee like her to affect your reputation and bottom line. Respectfully, [redacted]

Here is the series of events that occurred;  12/15 - Vehicle Dropped off at Goodman Road location ·         12/15 – Preop Completed ·         12/21 – Total Loss evaluation sent to...

USAA·         12/21 – USAA Confirmed Total ·         12/26 – Customer picked up vehicle after changing flat tire on lot. ·         1/6 – Customer comes to shop with USAA Total Loss Information to inquire about repairs. At this point the customer states she didn’t pick up the vehicle. We instructed her to contact the police and report vehicle stolen. ·         1/10 – We contacted police and made a stolen car report and the police informed us the customer had not reported the vehicle stolen prior to us doing so.

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 vehicle. We have had Travis our Glass Manager look at the vehicle and measure and compare it to other vehicles like Mr. [redacted]’s. It is our opinion that the glass and the installation are correct.    I ask Mr. [redacted] what we needed to do to resolve this situation. He was unable to give me a specific resolution so I proposed that we order from Volkswagen another glass for his vehicle. I offered to send our glass Manager Travis to him to install it. He has agreed to allow us to do this in an effort to confirm that the glass is correct and that it is installed correctly. I apologized for any inconvenienced he has experienced. I verified that his other concerns have been taken care of. The 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.

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 $345....

Initial Business Response /* (1000, 5, 2015/09/17) */
This has been escalated to the local District Manager to resolve with the customer.

This is our District Manager's response on 1/3 at 6:45pm; This was a warranty issue from General Motors with a peeling cover on a new vehicle. The shop re-painted the cover and it began to peel again. The shop spoke with the dealership and they were going to push for a new cover and it was...

dragged on and denied. The shop should have better about getting back to the customer. The 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 me.  The new glass will need to be installed.  Today I have viewed 2016 VW Golf Sportwagen, 2017 VW Golf Alltrack at Strong VW dealership. None of the vehicles have had the higher profile of the glass over the car's body.  The installed glass on my vehicle is higher over the lift gate's profile which looks out of the norm.  I took a several pictures.  I will wait for the call from Travis, glass manager. Thank you.

I am rejecting this response because:
The employee we discussed our concerns with, after coming to pick up our vehicle the second time, admitted that the navigation system problems resulted from their shop not correctly wiring it the first time.  ABRA told us the navigation system issue was fixed, therefore it would be illogical to then suggest we take it to be evaluated by a dealership, to have it fixed.     ABRA was made aware that there was a chunk missing on the seat cover by us, as it was discovered only after we informed them of it when returning to pick up the vehicle.  ABRA never conducted an inspection of the vehicle with us present.  The first time we went to the ABRA shop was after the vehicle was dropped off by a tow-truck, to sign paperwork.  There was no mention of the seat damage.   The employee insisted that ABRA never lifted the 3rd row seating up at any time, including during the repair work.  We asked to be provided copies of any paperwork, to include an inspection form if done.  ABRA told us they did not have any, as our insurance company already paid them.     We do not have another claim for this damage, which can be verified by our insurance company.  Our insurance company informed us that resolving the issue of the seat damage was between ABRA and us, as it was not a result of the vehicle accident.  ABRA never suggested we file a claim to have an adjustor determine if the damage was from an animal.  To the contrary, ABRA insisted that the damage could have only been from a dog, and that they did not know of any tool that would cause a tear like that.

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

I spoke with the customer today 8/10.  She has a number of concerns in addition to what she has put into this complaint.  This is being escalated to our District Manager for resolution.

This customer’s vehicle had damage due to a water leak with a substantial amount of mold when it arrived at the shop.  The customer’s insurance company denied the claim on the vehicle, so no repairs were performed.  After receiving this customer’s complaint, ABRA’s district manager made...

multiple attempts to reach the customer to discuss a resolution and has left two voicemail messages but has not received any response.  ABRA invites the customer to call back to discuss a resolution.

This was a retained total loss by the customer.  The shop made the vehicle safe to drive for the customer prior them picking up the vehicle.    I attempted to reach out once again to the customer and their contact information is no longer valid (phone has been disconnected).  ...

I will continue to try in the coming days to see if we can do anything further for the customer at this time.