ABRA Auto Body & Glass - Aurora

This was a terrible experience. My vehicle was involved in an accident (other driver's fault - they were cited) and the other driver's insurance company (State Farm) recommended ABRA as a preferred provider. Everything started out well. I was assigned a service coordinator who assured me that, although the car had a fair amount of damage, it wouldn't be totaled. It took calls by me to the employee to get a detailed list of the damage, prices, etc. Additionally, the company lost my main set of keys. The key fob was in the vehicle at the impound lot, where it was towed prior to going to ABRA (I saw them myself) but then mysteriously disappeared at ABRA. The employee refused to admit that they had lost them and requested that I provide another set of keys so they could work on the vehicle. From the beginning, I was clear that the lost keys were their responsibility and should not show up on the list of costs to repair the vehicle. To make a very long, painful story shorter, the insurance company decided to total the vehicle. I decided that I wanted to repair it anyway because the car was more valuable to me than the blue book amount - it was in great shape with very low miles. As soon as ABRA found out that the insurance company was not paying for the repairs, they decided they didn't want to fix the vehicle and told me to arrange to have it picked up from their shop and taken somewhere else to get fixed! Even though I assured them that I could give them payment information up front, they said they didn't want to fix it. Additionally, the employee I had been dealing with (who didn't call or follow-up when he said he would) got surly when I mentioned the key issue and told me that the relationship was not workable so I should go elsewhere. I spoke to his supervisor who also indicated that they did not want to fix my car and that "if you were my sister, I would not suggest fixing the car." It is also interesting to note that as soon as I indicated that I wanted to pay for the repairs on my own, they found several thousand dollars worth of additional damages that had not previously been 'noticed'. I should mention that they did some investigation with the tow company THEY hired to pick my vehicle up from the tow yard and their paperwork showed that they key fob HAD been in the vehicle. So, it is clear that ABRA lost they keys even though they refused to take responsibility. I should also point out that when I went to clear all of my personal belongings out of the vehicle, the employee I had been dealing with was there but offered no assistance. I had to request that my license plates be removed and given to me - he had 'forgotten' to do that. This was one of the worst experiences I have ever had with a repair shop. ABRA is a huge, nationwide company. I am astounded that they treated me in such an unprofessional manner. I was really shocked that as SOON as they realized insurance wasn't going to pay for the repairs, how their demeanor changed. I asked them to fix my car and they told me they were too busy to fix a vehicle that was being paid for personally. I would NEVER recommend this shop to anyone.

They are awesome an A all the way. I have used them several years in the past 20 years. They are very professional and friendly.

They get top marks from me all across the board. I will hire them again in the future.