Mike, my 80 year old mother had her first accident a few weeks ago in her 1992 Honda Accord.  We were referred to your shop by a friend of hers who had 2 previous good experiences with you. 

To: Mike Steinke - ABRA Auto Body & Glass-Eagan, MN

My 80-year-old mother had her first accident a few weeks ago in her 1992 Honda Accord.  We were referred to your shop by a friend of hers who had 2 previous good experiences with you.  I want you to know that our experience with Cory (Haagenson) was far beyond our expectations from start to finish.  The damage estimate to the car was approximately $2,200, which in essence made it a total loss.  Because the car is in unusually good condition despite its age and we knew we could not find a comparable replacement, we talked with Cory about our desire to have the car repaired at our expense for whatever the insurance would not cover.  Assuming my mom will be driving for a few more years and considering her limited income, we wanted to return it to safe drivable condition, but not necessarily like-new condition.  Cory understood perfectly.  He worked seamlessly between us and the insurance company, researched non-factory replacement parts, walked me thru the damage on the car. and gave us a detailed estimate of his recommended repairs (including computer graphics of each part).  At no time did he try to up-sell any part of the repair – he really “got it” and had our interests at heart.  He called with me with updates on the repair status throughout the next week and when I picked up the car it was exactly what we wanted.

Not done yet.  As I was driving it to mom’s house, I noticed the air conditioner was not working properly.  Not knowing whether it was accident-related or not, mom brought it back to Cory a couple days later.  He quickly determined it was not related to the accident, but instead of just pointing her to the a/c repair shop next to you, he walked her over there, introduced her to a repairman he knew, stayed with her while they did a quick assessment and called me with the status before returning to your shop.  I work in downtown Minneapolis – he saved me 2-3 hours by going those extra steps to help her.

The customer service he provided throughout this entire experience was EXCEPTIONAL.  As long as Cory is there, my family and I can’t imagine going anywhere else.  Please pass along my sincere thanks to him.

I know that you are a busy executive as well, but I insisted that I take a pause in my schedule to let you know about the superb service that I received from one of your auto collision/auto glass establishments that I recently used for the repair of my Lexus.  When my insurance company suggested that I consider using ABRA to repair my car, I was a little apprehensive.  First of all, only the folks at the Lexus Dealership have ever touched my car for needed maintenance and repairs.  I knew that you offered glass replacement but not collision repair and certainly not for luxury cars.  However, after meeting with Mr. Michael Dressel, I was so taken back by his level of professionalism that I left my car in his hands with confidence that everything we discussed would be handled to my satisfaction. 

How did this occur? Even though your shop was extremely busy at the time, everyone there was very cordial and assured me that I was a priority and that Michael was to be my adjuster and would be with me shortly.  In fact, Michael knew I was waiting so he came around the corner just to introduce himself and to let me know that he was just finishing up on his last customer and would be with me as soon as he placed his “rubber stamp” on his last customer’s paperwork.  Even though I was waiting, and like you – my time is very valuable, I felt as if I was already being taken care of, especially when I was handed an ice cold cup of H20.  You know, it is these sorts of simple things that take little effort but demonstrate to a customer that he/she is important to them.

Michael was my representative; he explained up front what ABRA’s capabilities were and thoroughly examined the damage to my car and asked me all the important questions.  By the time I left the keys with him to get my rental car (they had already called Enterprise for me) – I left knowing that my Lexus was going to be cared for by professionals.  I knew exactly what repairs were going to be made, with what kind of materials, and the methodology to get best results.  I certainly felt that Michael was my advocate which is way above the norm when one finds himself in this position.  Of course, time would tell the final result.

I was called by Michael himself and his staff on several occasions. I was actually given updates on my car, what phase of repair, any problems, and updates on anticipated completion.  It was ready when promised, after passing all your phases of inspection for quality and work and lifetime guarantees.  In short, the car looked fantastic when I picked it up.  I actually did a double take when I first saw it to make sure that it displayed the discreet GT emblem on the rear.  They had delivered; every detail was handled just as we reviewed beyond my expectation. Michael reviewed what they had done to the car, inquired as to any questions, concerns, etc., handed me my keys and I felt as if I was driving a new Lexus. 

Now that is A+ service and certainly worth noting.  I wanted you to know how pleased I am with ABRA; the shop in Cumming Georgia (965 Market Place Blvd), the technicians behind the scenes who did all the work, and especially the expertise of Michael Dressel.  A+ service all the way. 

David K.

To: ABRA Auto Body & Glass – Georgia market

ABRA has done major and minor repair on both of my SUVs. Peterson worked with me at the Buckhead location. I received tremendous service. They took pictures and updated me on the repairs via email and phone constantly. I worked with Bill in the Cobb location on some minor repairs. All of their stores are clean and everyone is very friendly. You walk in and get the feeling right away that they are there to help you and will treat you right. I highly recommend their work and the quality of their people and service.

To: Dana Booth – ABRA-North Fulton, GA

I wanted to write you and thank you for your outstanding service with my Lexus repair. I couldn’t have had a better experience with you and my car, your customer service was terrific…you were friendly, efficient, and left no stone unturned. I thank you for making an unpleasant job pleasant! Thank you for your competent work.

 To: ABRA – West Bloomington, MN

I had a car accident on 6-23 and my agent suggested ABRA for repairs.  I had such a great experience with your staff I was able to almost feel better about my accident.

My car is a 2010 Mercedes with only 7,000 miles and the damage was $6,000.  

Your staff, Cathy Ruhmann and Anthony Bean, are both professional and very caring. They had great communication with me about the repairs and set up rental car needs.  It was refreshing to work with your staff, and I would highly recommend the ABRA on Old Shakopee to friends.

To: ABRA – Pueblo, CO

I recently had my auto repaired at your Pueblo West CO location. After several months of trying to work with a "highly recommended" auto body company in Pueblo, I gave up after continued unanswered calls and broken promises about the repairs to my vehicle. I was in the area of Pueblo West the 1st part of June and walked in your ABRA store and asked for a quote. I am writing to your company today to commend your entire staff in Pueblo West. From the moment I entered the store until the day I picked up my vehicle I have to say it was an A++ experience. Your GM, Keith, could not have been more pleasant and professional. Gil Rousset handled my claim and he did such a great job of keeping me informed of the progress and went above and beyond what I had expected. I would recommend ABRA to anyone without a moment of hesitation. I sincerely hope that you recognize what a fine staff of people you have working for you in Pueblo West. Thank you very much for an opportunity to tell you how pleased I am that I walked through your door that day.

Anna R.

To: ABRA- Colorado Spring, CO

Recognition for Jessica Lockwood and Brian Jacobson at the Colorado Springs, CO Woodmen location. Thank you so very much for over-the-top customer service. I was running late for my appt. Friday afternoon. Considering it was Jessica and Brian's Friday, I'm sure they wanted to get home. Without the blink of an eye Jessica was swamped with customers and phone calls, but with a comforting smile still professionally took the time to assist my needs although I was running late. She was polite, friendly and very welcoming. Brian Jacobson was the associate that helped me Friday afternoon. He was very informative, logical and had enough patience for my constant questions. Not only did Brian assess my auto situation, but he gave me very practical and understandable answers to my questions. He was unlike any other auto tech that I have worked with…he was not trying to SELL his business. He looked at my problem from MY point of view. Brian was very straight forward and real with me, considering my situation ($). He worked with me long after business hours, and was pleasant, friendly, personable and extremely helpful. For the first time I feel I have an auto shop that I can trust. I will continue to bring my service there and have already told many friends about my great experience. I guarantee that my word will spread and bring even more business. Thank you so much for the first class service. I only wish I would have found this amazing team sooner!! Living in Denver, it is worth the drive to Colorado Springs to know I/my car are in good trustworthy hands. Kudos to Jessica and Brian. If I were the boss I would seriously consider giving them a raise, complementary paid vacation, or a very expensive tasty dinner on the house! It is people like Jessica and Brian that make everyday people like me take the time to recognize their quality of service! Again thank you!!

Katie W.

To: ABRA Auto Glass – On-line Estimates

Thank you very much. My glass has been installed and it was easy. I was impressed with how easy it was for me to place this order. Thanks for your help

To: Matthew Hermanson – District Manager, ABRA-Minnesota

Good morning.  I recently has some work done at the Eden Prairie facility and was quite impressed with how the customer service manager (Jessie Buhr) handled the work. When I dropped off my vehicle, I had requested some other work to be done on the vehicle (outside of the claim).  It was about the time that the job was almost complete, when I received a call from Jesse.  He proceeded to tell me that one part of the non-claim work was previously done by ABRA and that is was a warranty item and there would be no charge.  This work was from an accident we had about 4 years earlier.  In all honesty, I would have never put 2 and 2 together and it would have been easy for him to charge to full amount and no one would have known. 

This type of integrity in very hard to come by these days.  I venture to guess that unfortunately many other places would not have handled this situation the same way.  I commend you and them for running such a stand-up place.  I walked away extremely impressed and knew that this was extraordinary.  This is why I am contacting you.  We are very quick to complain about things these days and not so quick to express our gratitude.  You should be proud of the people you have working for you at this facility. You should know that I raved about this to people all weekend and I’m a firm believer that you will make this money back because of your integrity.  Thanks again for the tremendous service and honesty and you can rest assured that the next time I need work I will not hesitate to contact this location.  Have a terrific day.

Corey H.