ABRA Auto Body and Glass

ABRA leadership met with the customer on May 31 to discuss this matter.  ABRA has scheduled the customer to bring the vehicle back in for additional repairs at the customer’s convenience at ABRA's cost.  ABRA will follow up with the customer to ensure the customer is satisfied following...

these repairs.

The noise that the customer is concerned about is from the compressor which has been on backorder.  It is now being installed.  We are putting the customer in a rental while she is waiting.

Initial Business Response /* (1000, 5, 2016/01/26) */
This is being escalated to our District Manager for resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue has been resolved. Thank you.

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

Initial Business Response /* (1000, 6, 2015/09/10) */
This will be escalated to our District Manager for resolution.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Is not even addressed yet. Will wait for...

this to be acknowledged and allow the District Manager time to respond.
Final Business Response /* (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 /* (2000, 49, 2015/11/02) */
They corrected the problems with my vehicle

As of 3/25 this is the message from our District Manager;
We are resolved! 
Chad [redacted] with The Hartford called me. He acknowledged they...

had mistakenly mixed up information when the loss was original reported. They have contacted Mr. [redacted] and will be covering all damages to his truck. 
Mr. [redacted] was really grateful for the help. He said he would be calling the contact center to file a compliment.

[redacted]
This is correspondence between Rosa at [redacted] Insurance and the GM of the ABRA shop: 
Rosa, I called Mercedes dealer and, they estimated approx. 1 hour to install. They advised would have to have car there to give exact price.
I also looked up hose installation on ALLDATA...

site and it indicates .8 hrs to install.
I also called and confirmed oem part #[redacted] and list price of 47.50 for oem hose from Mercedes.
I have attached screen print of alldata info and also diagram of hoses that Mercedes faxed to me. I have marked hose that was needed (#60)
As I stated we still do not know how we would have damaged this hose, but I did agree to replace this particular hose, but not to replace additional hoses.
It was agreed that a $100 gift card would cover the cost/labor of the hose that needed to be replaced.  ABRA and [redacted] agree that the repairs that ABRA did on the vehicle would not have impacted the hose.  The customer however did not agree to this settlement per [redacted]'s email to us on 4/14/16.

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 damages. And of course when we completed our repairs it made the adjacent panels look worse than they looked before we started repairs. State Farm got...

involved and inspected the vehicle after repairs were completed and vehicle was delivered back to the customer. They 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 molding. The shop received the message and never followed up on it. At 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”!

I am rejecting this response because:did not bully anybody also did not hit anything its warranty claim as I stated will be filing a complaint with FTC for fraud against ABRA when they showed up they already had mind made up before looking at car I do not agree with them and will  continue with dispute

ABRA leadership has been in contact with this customer, and the complaint has been resolved.  The customer is satisfied with ABRA’s resolution.

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

Initial Business Response /* (1000, 5, 2015/07/09) */
I have left a voicemail for the customer.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm still waiting to be resolved. I heard from District Manager...

to hear my side and waiting for response
Final Business Response /* (1000, 24, 2015/08/04) */
We are refunding the customer $728.35.
Final Consumer Response /* (2000, 27, 2015/08/06) */

ABRA leadership was in contact with this customer to discuss her concerns.  The customer picked up the vehicle on 8/2/17 and is pleased with the repairs.  Accordingly, this matter has been resolved.

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