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Abra Auto Body & Glass Poor repair job Woods Cross Utah
In summary: My vehicle was improperly repaired, not once, but twice. Even though the estimator promised to re do the work, the manager pushed that I hadn't paid full price anyways and they will not repair the vehicle as promised.
7/8
I stopped by Abra in Woods Cross with my bumper and spoiler to obtain a quote on repairs. It was estimated around $525 to fix the bumper and spoiler. An appointment was scheduled to deliver the bumper and spoiler along with the car in order to ensure proper paint matching of the new paint after repairs on the 2 items.
7/12
The vehicle was delivered by my wife, along with the bumper and spoiler.
The estimator later called to inform me that the repair on the dent in the bumper would require more effort to be fixed. At this point he told me the price would be closer to around $625 to complete the repair. I accepted and told him to make sure it was done right.
Shortly after, I called the estimator back offering to simply purchase a new bumper, which I was told was not necessary. I was assured the repairs would look factory and would not be noticeable. I agreed and specifically told the estimator that as long as the repairs were of “factory quality” I would be happy, that the car was going to be sold after repair and that I wanted it to look right. The estimator assured it would.
7/13
I received a call from the original estimator informing me that the repairs were complete and that the vehicle was ready for pick up. Upon arriving the next day and looking at the repairs, I noticed approximately 8-10 spots on the spoiler that had sand or other small material inside the paint. I also informed the estimator of the poor panel fitment of the bumper to the body panel above it. The bumper had a point on both sides that stuck out around 1/4-1/2 inch, leaving a very visible gap. I also pointed out that there was poor paint coverage in the exact location of the dent repair, where the bondo/filler could be seen, as if no paint had adhered to it. After expressing my dissatisfaction with the job, the estimator agreed that it was an unacceptable repair and that he would have it re-done. He acknowledged the fastening tabs on the bumper were broken, and they glued the bumper in place to a bracket. He admitted that in some cases the repair consists of some sort of welding the tabs to ensure a proper fit, and that it was likely what they should have done in the first place. I left the shop being told that the bumper fitment would be fixed, and that the spoiler would be repainted.
I also requested a bottle of touch up paint in order to fill in other scratches around the car.
7/16
I received a text directly from the estimator that the repair was done and that the vehicle was available for pick up. He informed me however that the bottle of touch up paint was not left by his painter, and would be available the following week. I confirmed that the vehicle repairs were complete, and informed him that I would be by within the hour to pick up the car.
My wife and I arrived that afternoon and inspected the vehicle again with the estimator. I pointed out small bubbles and chips in the paint on the spoiler, and the same fitment issue of the bumper, although the paint issue on the bumper was resolved. The estimator acknowledged the issues and expressed his frustrations. He offered to take care of the problems and again re-do the repairs.
7/17
A text message was sent to the estimator regarding the repair: “Hey man, it’s Josh Wood. I wanna talk about my car before you get working on it again. Give me a call tomorrow please.”
At this point I had intentions of asking for a discount on the original repairs, or a discount having the shop paint the vehicles side skirts that were not previously discussed.
7/18
I received a call from the estimator regarding my message the day before. I told him I wasn’t happy about the situation, and told him I would be asking for a discount for the problems. He told me that he understood and that it was a reasonable request due to the circumstances. I then talked to him about an alternate request, which was to paint the vehicles side skirts at a discounted price. I told him I would not ask for the spoiler to be re-done, and instead put the work towards the side skirts. He informed me that he would talk to his manager about my thoughts and get back to me.
Later in the day the manager called me to discuss the situation. He began talking about how much of a discount I had apparently already been given. He then discussed the fastening tabs on the bumper and why it didn’t fit correctly. I informed him that I was told specifically that it would be re-done to factory standards, and the fitment issues would be corrected, along with the poor paint job on the spoiler. The manager told me that this wasn’t true, though he was not present in any of the conversations with the estimator. I tried to explain the situation and what had been promised in regards to the repair, and he simply continued to talk over me. At the end of the call I told the manager that I would not pay for sub-par and non-factory condition repairs as per agreement with his employee. He told me that I would not get my car back if I would not pay. I then told him that was not going to happen and that he would hear back from me, after which I ended the call.
Shortly after I attempted to call the estimator on his cell phone, but the call was not answered. Minutes later he called back. I asked him if he knew about what had happened on the call with his manager which he had. He expressed his frustration for the situation, talking about being at the location only 2 weeks after transferring from another shop with the same company. He said that he had offered me no more than what he had done for other customers at his old location, which was make sure the job was done right. He also let me know that he had spoken with this manager’s boss, regarding his own frustrations for how he managed the shop. I told him I would likely not pay for an incomplete and sub-par repair and he agreed that he wouldn’t either.