ABRA Auto Body and Glass

This case has been escalated to our District Manager from the Franklin TN repair center.  He/She will contact the customer within 24 hours to resolve this issue.

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 normal wear and tear.    ABRA...

leadership has communicated the findings of the investigation to the customer.

Customer has been contacted.  He is going to bring the vehicle back to the Lakewood Repair Center on 6/16 so we can take it to the car dealer.  We feel it is a cycling issue.  Customer talked with a technician and not the office staff.

I spoke with [redacted]. I have the information I need and have now escalated to our District Manager for handling.

I will determine if this is an employee or customer and then escalate to the appropriate person.

The VP of the UT market is working with the local repair center to resolve this with the customer as of 7/21/16.

This is the message received today from our District Manager who is responsible for resolving this complaint; I have contacted all parties involved. The original repair was done in Murray, Our Sandy location also respected the repairs and concerns and Travis [redacted] our Glass Manager has...

personally inspected the glass. The repairs have been done correctly and the glass is installed correctly. I have tried to speak with Mr. [redacted] but he no longer answers my calls. I am confident after talking with all three repair centers that we have done everything possible to take care of this customer. Travis with the glass department has gone to the local Volkswagen dealership and compared and measured the gaps on similar vehicles. The customer is insisting that the glass is not correct but it is.

ABRA leadership has been in contact with the customer and has made arrangements to repair the prior damage at no additional cost.  The customer is satisfied and the complaint has been resolved.

Message from ABRA District Manager, Steve [redacted] on 2/23/17: Met customer at work at 7:20 this morning.   Recovered.   The GM explained the potential timeline of repairs as they had 2 Customer pay jobs combined onto one RO. There were 30 hours of repair so expectation although...

discussed by Andy GM did not resonate with customer and she in turn started focusing on Friday due to Trip mentioned below.   Facility was doing best to complete the vehicle in time for a trip that weekend and unfortunately the GM was out of office at end of day due to previously approved personal engagement. We then failed to execute our final QC to ABRA’s standards.   Will be having discussion with entire staff this morning at facility.   She will remove the Revdex.com complaint and apologized that due to my number being Colorado she did not realized that it was me who had called her on Fri-Mon before filing this complaint.   On a side note she is ultimately happy with the repairs, color match, and the GM Andy [redacted].

Initial Business Response /* (1000, 5, 2015/12/29) */
I will escalate to our District Manager for our Yelm Repair Center.
Final Business Response /* (4000, 8, 2015/12/30) */
State Farm has stated that the engine repairs are not related to the accident and they will not cover them. ABRA...

supports that position.

I will call the customer to verify that I have all the correct information about the vehicle.  I will then escalate to our District Manager to resolve.

Initial Business Response /* (1000, 5, 2015/08/20) */
This complaint has been escalated to ABRA District Manager for resolution. I will update when we contact the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
This is unacceptable because I have already met with the District Manager and the store manager at ABRA Northland. The District Manager talked down to me and was constantly questing as to why the original estimator told me that he could not include the supplement damage estimate because he did not know if the damage was caused by the accident. The estimator told me that they (ABRA) couldn't know it there was damage to the frame of the car. 1) SAAB's do not have a frame! The estimator also told this to the Liberty Mutual rep and he refused to submit an estimate for the rear right corner panel damage increasing the time it took to get my car repaired. Why? Because now we had to wait for an adjuster, who immediately recognized the supplement damage as deemed in his report. 2) Chad, the store manager ; ruined the convertible top as a direct result from his lack of knowledge on how it operates. This was apparent when he tried to lower the top and did not unlatch it from the car while I was standing there watching him. Now, the top leaks around the front windshield, both sides front and back. In closing, Chad called me 20 Aug 2015 and left a message to return his call. Again, the bumper do not look like original bumper, it is a lot smaller and rear right corner panel damage remains, the convertible top leaks rain water into the car, now ruining the carpet and I have a car that in less than 6 months could be an historical vehicle reg. in the state of Ohio. ABRA has degraded the value of this car. If you do not have the insurance adjuster's report, I will send it to Revdex.com.
Final Business Response /* (4000, 13, 2015/08/27) */
Our VP and District Manager met with the customer this morning. They listened to the customers concerns and are addressing them with coaching at the shop. She is scheduling an appointment now to bring her vehicle back into the shop to resolve all open issues. The customer has both phone numbers of the VP and DM to contact in the meantime.
Final Consumer Response /* (2000, 16, 2015/08/31) */

ABRA leadership has been in contact with the customer.  As a customer courtesy, ABRA has agreed to reimburse the customer for certain expenses incurred due to the delays he experienced.  The customer is satisfied with the outcome.

Reviewed all check in and damage photos from GEICO and our photos and found no evidence of this take-out container being in the vehicle. In an effort to maintain customer satisfaction shop has submited check request in amount of $150.00.

This is the message from our District Manager.  We have been unable to reach the customer.  Update from 9/1/16:  I left a message for [redacted] to call me back. I was unable to locate the claim information with name provided but I did call GM at Federal Way for an update. The...

customer is a claimant and it is believed they do not have coverage themselves. The carrier covering the claim found the customer 70% liable for damages so they are 70% responsible for payment. There is a supplement for air bag module and seat belt and the customer feels they have paid enough and these items should be covered. Sense the customer has not agreed to pay parts have not been ordered. I will update again when I have a conversation with customer and confirm her concerns and we find a way to resolve this situation.

ABRA leadership is in contact with customer and working to resolve the issues.  ABRA will test drive the vehicle and then deliver to customer if everything is working properly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] about communicating more with [redacted], look forward to further communication.

ABRA leadership has investigated this complaint and determined that the issue the customer has raised regarding the sliding door was not related to the accident or to ABRA’s previous repairs in July 2016.  As such, this is not within ABRA’s warranty.  ABRA has communicated this to the...

customer, and the matter is resolved.

ABRA leadership has been in contact with this customer and has sent the customer all invoices to explain the charges.  ABRA has also talked with the customer to explain the policy when an owner retains a vehicle deemed a total loss.

This is the message received by our District Manager today in resolution of this matter;[redacted] has picked his car back up. We did an alignment and measured the structure of the vehicle and found there is unrelated damage to the right rear of the vehicle suspension. We did contact Nationwide...

and they declined paying for the right rear strut and wheel bearing as all of the damage was to the left front. We have quoted [redacted] what it would cost to replace the worn parts and he has declined. After my dissuasions with [redacted]. He is satisfied with our service and resolution to his complaint. Please let me know if you need additional information.