R & R Autobody

My name is [redacted] I am the Production Manager at ABRA Auto Body and Glass in Ellensburg, Washington In May of I had communication with [redacted] over some concerns in repair quality on his Ford FusionWe had repaired his vehicle twiceOnce in October and the other in AprilThe first was a front end collision when he hit a deer in the roadwayThe next was a hood replacement and quarter panel repair when we believe snow fell from a tree and landed on his carDenting the quarter panel and distorting the hood The reason he came to us the first time in October was because his collision repair facility was scheduled over a month outWhen he stopped by the first time he was very concerned with the length of repairs and chose to use us instead of our competition because we would be able to start repairs soonerThe vehicle was delivered to the customer in mid-October After the vehicle left, I did not hear from [redacted] until he sent this message on March 15thHe sent this message through an ABRA online system “PLEASE SEND TO ***: If you could call or email I would appreciateThe repairs that were done in October have an issueI didn't notice it at first, but the replacement hood is messed upIt has distortions in it, not straight at allWhy didn't I notice before? Winter mainlyThe car was really dirty and I wasn't paying attention before, as I am always very busy with workBut after waxing the car, I saw it, it is not goodI need this looked at and probably replaced, unless the hood can be straightened, kind of doubt itI contacted my insurance company and they told me to talk to youPlease get back to me soon as you canIf I don't hear within two business days I will callThe rest of the repairs are fine, but not the hood [redacted] ” Message from [redacted] through the contact us section of our website At this time, I was on vacationI emailed him back within two hours via laptop computerWhen I got back to the office, I emailed [redacted] and his mother brought the car down so I could look at the hoodThat was 3/21/After she left, I called [redacted] to speak with himI had noticed some damage on the front bumper where the vehicle looks to have scraped a hard surface and wore through the paint in a couple placesI also noticed the distortions he mentioned as well as a medium sized dent in the left quarter panelThe last thing I noticed was the cowling that goes between the hood and the windshield was covered in pine needlesI advised [redacted] that I believe the vehicle had been parked under a tree and snow had fallen on the vehicle creating the distortions in the hood and the dent in the Quarter PanelHe admitted his mother had been driving the car all winter and parks in an area with treesWe agreed that if he turned in a claim to this insurance company that I would wave his $deductible as a sign of good faithI did this in order to show I was not trying to take advantage of the situation We got the from USAA to fix the vehicle on 4/13/and they were sending the checking that dayWe also started repairs that dayWhen his car was in the shop his mother needed as estimate for some work on her Ford EscapeI gave them a copy of the estimate and did not schedule repairs at the timeOn 4/15/16, [redacted] sent me this message “I don’t suppose you guys could help her out with the deductible like you did me, say 50% of? No problem if not, but that is an awful nice thing you did for me ***” I was not able to assist her with her deductible because there was no customer concern or valid justification [redacted] seemed very brief and annoyed from that point onHe picked up the car on 4/18/On 5/6/he sent this message“Left you a message earlier maybe you didn't get it I know you were in a meeting I know you guys didn't replace the bumper cover when you fixed for the deer damage but the bumper cover is coming off none the less so I'm not sure what's going on here It is either a problem with the bumper itself but it was too damaged just was never going to hold together or it is a workmanship issue I need you to look at this and I need it warrantied something figured out on that The second thing is something I will have to pay for myself but I'm just mystified as to why it is happening at all This is never happened on the car so now I found an oxidized spot on the roof on the driver side just right above the driver This needs to get fixed ASAP and I was hoping you can give me bottom dollar price on how to fix it Not sure why this happened as the car is always been waxed and kept in good shape and the other paint is just fine So please give me a call back I need to talk to you alright.” I called him back immediately, and had the parts I believed I needed in order to fix the front bumper issue within two hours of receiving his phone callWe set up an appointment to meet sometime in the o’clock hour on Wednesday 5/11/He showed up after 12:pm, I was giving a customer a ride and we would not wait for me to return so we could speak about this car and set up a repair dateI called him as soon as I got back to the officeHe did not answer and sent me this email“ We can catch up on Monday as I have a decent amount of work tomorrow and Friday Just let me know if 10AM works for you, don’t worry about today, I just showed up out of the blue.” On Monday 4/16/ [redacted] did not come to the appointment once againInstead at 1:he sent this email “I don’t think the issue I spoke with you about has one thing to do with oxidized paint It is, 99% sure, overspray from the repair that was done on the side a few weeks Overspray of primer, or the areas were missed and not painted It is only on those sides, right near the repair, so I am sorry to say, you guys are going to have to fix that completely, at the cost of the shop Obviously you are going to have to look at the car, but that is the conclusion And I am honestly disappointed with this outcome The deer repair job was really good for the most part, though obviously something is up with the clips on the bumper cover, but the job is fine This really seems like care was not taken, or it was rushed; remember I said that it was fine to take a little extra time on the latest repair I frankly expected better, just being honest My attached pictures show what I am talking about Please get back to me very soon about this as the car needs to be fixed correctly, both the bumper and these small areas” To which I replied ***, I am going to be completely honest with youI can’t tell or do anything without seeing the carI see a little dry spot in the door jam in the photos but can’t tell what else is going on in these photosI have always been ready to help you with anything that has come up with your car but like always I have to see the carI will not make a conclusion or try to discuss the quality of repairs until I have seen the vehicleI am here all day with the exception of delivering vehicle to customers and sublet vendors which takes me away for a couple minutes at a timeI rarely leave for lunch so you can catch me here at basically any timeI won’t be able to set a time frame on the length of the repairs until I see the carI can work this into my schedule at any timeSo please let me know when you can be here and I will be ready for youAt this time I will discuss at any length the repairs, what needs done, and what the plan of action is Thanks He then replied saying that he would come by the office to speak with me that weekI never saw himI called periodically over the next couple months and left messages to schedule the repairsHe never called or came by Sometime in August, I cannot remember the dateI received a phone message from an adjuster at USAA(his insurance company) The message was saying that [redacted] was unhappy with repairs and I needed to call ***I called both [redacted] and the adjusterI left both a message with no response from eitherAt this time I return the parts for his front bumperI had not heard from him since until I received this complaintI have not attempted to contact [redacted] since the complaint was received Thank you, [redacted] Customer Service Manager ABRA Auto Body & Glass Operated by R&R Auto Body (509) 925-Main Line (509) 962-Fax [redacted] abraauto.com

Revdex.com:Please close this complaint as I am working with ABRA to fix the car.Sincerely, *** ***

My name is [redacted]. I am the Production Manager at ABRA Auto Body and Glass in Ellensburg, Washington.
 
In May of 2016 I had communication with [redacted] over some concerns in repair quality on his 2012 Ford Fusion. We had repaired his vehicle twice. Once in October and the other...

in April. The first was a front end collision when he hit a deer in the roadway. The next was a hood replacement and quarter panel repair when we believe snow fell from a tree and landed on his car. Denting the quarter panel and distorting the hood.
 
The reason he came to us the first time in October was because his normal collision repair facility was scheduled over a month out. When he stopped by the first time he was very concerned with the length of repairs and chose to use us instead of our competition because we would be able to start repairs sooner. The vehicle was delivered to the customer in mid-October After the vehicle left, I did not hear from [redacted] until he sent this message on March 15th. He sent this message through an ABRA online system “PLEASE SEND TO [redacted]: If you could call or email I would appreciate. The repairs that were done in October have an issue. I didn't notice it at first, but the replacement hood is messed up. It has distortions in it, not straight at all. Why didn't I notice before? Winter mainly. The car was really dirty and I wasn't paying attention before, as I am always very busy with work. But after waxing the car, I saw it, it is not good. I need this looked at and probably replaced, unless the hood can be straightened, kind of doubt it. I contacted my insurance company and they told me to talk to you. Please get back to me soon as you can. If I don't hear within two business days I will call. The rest of the repairs are fine, but not the hood. [redacted]” Message from [redacted] through the contact us section of our website
 
At this time, I was on vacation. I emailed him back within two hours via laptop computer. When I got back to the office, I emailed [redacted] and his mother brought the car down so I could look at the hood. That was 3/21/16. After she left, I called [redacted] to speak with him. I had noticed some damage on the front bumper where the vehicle looks to have scraped a hard surface and wore through the paint in a couple places. I also noticed the distortions he mentioned as well as a medium sized dent in the left quarter panel. The last thing I noticed was the cowling that goes between the hood and the windshield was covered in pine needles. I advised [redacted] that I believe the vehicle had been parked under a tree and snow had fallen on the vehicle creating the distortions in the hood and the dent in the Quarter Panel. He admitted his mother had been driving the car all winter and parks in an area with trees. We agreed that if he turned in a claim to this insurance company that I would wave his $100 deductible as a sign of good faith. I did this in order to show I was not trying to take advantage of the situation.
 
We got the from USAA to fix the vehicle on 4/13/16 and they were sending the checking that day. We also started repairs that day. When his car was in the shop his mother needed as estimate for some work on her Ford Escape. I gave them a copy of the estimate and did not schedule repairs at the time. On 4/15/16, [redacted] sent me this message “I don’t suppose you guys could help her out with the deductible like you did me, say 50% of?  No problem if not, but that is an awful nice thing you did for me.  [redacted]” I was not able to assist her with her deductible because there was no customer concern or valid justification. [redacted] seemed very brief and annoyed from that point on. He picked up the car on 4/18/16. On 5/6/16 he sent this message. “Left you a message earlier maybe you didn't get it I know you were in a meeting.  I know you guys didn't replace the bumper cover when you fixed for the deer damage but the bumper cover is coming off none the less so I'm not sure what's going on here.  It is either a problem with the bumper itself but it was too damaged just was never going to hold together or it is a workmanship issue.  I need you to look at this and I need it warrantied something figured out on that.  The second thing is something I will have to pay for myself but I'm just mystified as to why it is happening at all.  This is never happened on the car so now I found an oxidized spot on the roof on the driver side just right above the driver.  This needs to get fixed ASAP and I was hoping you can give me bottom dollar price on how to fix it.  Not sure why this happened as the car is always been waxed and kept in good shape and the other paint is just fine.  So please give me a call back I need to talk to you alright.”
 
I called him back immediately, and had the parts I believed I needed in order to fix the front bumper issue within two hours of receiving his phone call. We set up an appointment to meet sometime in the 10 o’clock hour on Wednesday 5/11/16. He showed up after 12:30 pm, I was giving a customer a ride and we would not wait for me to return so we could speak about this car and set up a repair date. I called him as soon as I got back to the office. He did not answer and sent me this email. “ We can catch up on Monday as I have a decent amount of work tomorrow and Friday.  Just let me know if 10AM works for you, don’t worry about today, I just showed up out of the blue.”
 
On Monday 4/16/16 [redacted] did not come to the appointment once again. Instead at 1:32 he sent this email “I don’t think the issue I spoke with you about has one thing to do with oxidized paint.  It is, 99% sure, overspray from the repair that was done on the side a few weeks.  Overspray of primer, or the areas were missed and not painted.  It is only on those sides, right near the repair, so I am sorry to say, you guys are going to have to fix that completely, at the cost of the shop.  Obviously you are going to have to look at the car, but that is the conclusion.  And I am honestly disappointed with this outcome.  The deer repair job was really good for the most part, though obviously something is up with the clips on the bumper cover, but the job is fine.  This really seems like care was not taken, or it was rushed; remember I said that it was fine to take a little extra time on the latest repair.  I frankly expected better, just being honest.  My attached pictures show what I am talking about.  Please get back to me very soon about this as the car needs to be fixed correctly, both the bumper and these small areas” To which I replied
 
[redacted],
I am going to be completely honest with you. I can’t tell or do anything without seeing the car. I see a little dry spot in the door jam in the photos but can’t tell what else is going on in these photos. I have always been ready to help you with anything that has come up with your car but like always I have to see the car. I will not make a conclusion or try to discuss the quality of repairs until I have seen the vehicle. I am here all day with the exception of delivering vehicle to customers and sublet vendors which takes me away for a couple minutes at a time. I rarely leave for lunch so you can catch me here at basically any time. I won’t be able to set a time frame on the length of the repairs until I see the car. I can work this into my schedule at any time. So please let me know when you can be here and I will be ready for you. At this time I will discuss at any length the repairs, what needs done, and what the plan of action is.
 
Thanks.
 
He then replied saying that he would come by the office to speak with me that week. I never saw him. I called periodically over the next couple months and left messages to schedule the repairs. He never called or came by.
 
Sometime in August, I cannot remember the date. I received a phone message from an adjuster at USAA. (his insurance company) The message was saying that [redacted] was unhappy with repairs and I needed to call [redacted]. I called both [redacted] and the adjuster. I left both a message with no response from either. At this time I return the parts for his front bumper. I had not heard from him since until I received this complaint. I have not attempted to contact [redacted] since the complaint was received.
 
Thank you, 
 
[redacted]
Customer Service Manager
ABRA Auto Body & Glass
Operated by R&R Auto Body  
(509) 925-5680 Main Line
(509) 962-8741 Fax
[redacted]abraauto.com