ABRA Auto Body & Glass - Buckhead

Convenient, came to my work to make repair. Job well done.

Technician was prompt, efficiently communicate a timeframe, and was very friendly and personable. Very good experience!

The repairman was very knowledgeable,friendly and professional.

Jordan (the technician) was very friendly and professional with his workmanship. He replaced my windshield in a very reasonable amount of time, yet was very attentive to details. I was very pleased with everything and will highly recommend your service to others.

Jordan was great and professional. He was on time.

No hassle .....on time professional and efficient.. What else could I ask for

Super nice technician. Fast and pleasant. Thank you

Brad was very personable and reliable. The work got cleaned up and all was good!

The experience was effortless on my part. Easy to schedule the appointment and the technician was efficient and accommodating.

Faster service, better prices, and all around super easy to get my windshield replaced! Thank you!!!!

Mike is excellent! As always, ( he has been here before!) arrived on time, did a great job in a very short time and my windshield is great! Thank you Mike and Abra!

The installer, Brad K was efficient and very professional. Job well done.

I really appreciate the timely manner that it took for him to do that job. The added security with the consistent text messages and emails were a huge plus. Thank you all so much.

Great customer service when making appointment Great technician that did the repair

My service tech was very kind and helpful. The customer service was great as well, I had to change my appointment a few times and they were very kind and helpful through the process

I don't want this feedback to reflect badly on certain individuals who were very helpful and tried to improve my experience. Though, in the end, the result was a success, to get this work completed took a lot of effort and I'd like to provide my compliments to those responsible for getting the work back on track. Call Ceneter: My experience with the call center was hit-or-miss, depending on who answered the phone. I would receive conflicting responses from some call center agents (for example, being told that they don't provide email confirmation / updates from one of the agents). Additionally, the only way I could reach an agent was to use option 2 (request a quote). The option 4 (existing customer) line would place me on hold for a very long time and nobody ever answered (I waited a half hour at one point). This is NOT how an existing customer should be treated. At a minimum, the automated system should be able to announce a queue time and give me an option to hang up and receive a phone call from customer service (without losing my place in line). It's sad that the only way I can speak to a human at this call center is to select the option that translates to "new income" when calling. This gives a poor impression. Dispatch / Call Center scheduling: This is the 21st century. The call center should be able to narrow down the estimated time when I can expect the glass appointment. They should also be able to tell me trivia such as, "There are two appointments ahead of you that morning and the only available technician is coming from the other side of Atlanta, so your appointment will probably start around 11AM." There's a complete lack of logistic skill in the appointment process, and a total lack of empathy for the parties involved (technician, customer, etc.). The call center is the *voice* of the company and the first experience that a customer has with your business - I would not consider the pattern of my experience with the call center to be consistent with delivering trust and confidence in the choice to give Abra my business. Technicians: The glass technician who had the original ticket is Jarren. His communication skills and empathy with the customer should be praised. He started out by calling me with a full hour to spare, knowing that I'd be driving to the Abra location (saving your company the trip) to have the work done. His thoughtfulness shows that he understands the customer perspective. He gives Abra a good name. There was a problem with the incorrect parts being provided to him - which Jarren discovered rather quickly. He took a moment to discuss the situation with me before going back to collect the right parts. This is an example of great customer service - even in handling a mistake, Jarren was open, honest, and fully communicative. The correct windshield was installed and, unfortunately, cracked during the installation. Jarren was beside himself with apologetic explanation and I could tell he was struggling to make it right for me. I feel Abra should empower these technicians to make customer service decisions such as handling discounts for problems such as this. The glass technician is the *face* of the company. They are the very front line and they should have every opportunity to make the customer experience right; especially if there are complications such as those we experienced. My windshield repair required a follow-up appointment. The second technician, John, was not at all customer focused. He never called me to let me know when he'd arrive at the Kennesaw location. The call center didn't give me any indication that he would be arriving later in the day. My only knowledge was that the Abra shop in Kennesaw was only open from 9-12 on Saturday, so I arrived at 9AM, sharp (not wanting to delay the technician). With a lack of adequate communication on an experience that is spanning its second week, my confidence in my choice for this repair was growing very weak. John didn't show up until the shop was nearly at closing time. He was unapologetic for not calling. He advised that he was dispatched from across town and had other appointments ahead of me. While I can accept the reason, I still feel that Abra's dispatch and John failed to provide a comfortable experience through their lack of communication. The effort, here, is minimal, to provide a customer with a positive experience. Local shop employees: I can't say enough good things about Nikki Grigdesby for her help and empathy through this ordeal. Her role in my experience was never intended to be more than providing the location for the work. However, because the Abra body shop shares its name with the glass division, she took an above-and-beyond personal professional responsibility into correcting the failures in communication on my second visit. Nikki's resourcefulness was immediately apparent as she began calling several parties to track down the technician and get his schedule so she could provide me with specific timeline expectations. Nikki's personal schedule was also impacted by the poor planning of the dispatch system, as she was forced to stay later than closing time for the work to be completed; and she did so without a single complaint. Her demeanor was constantly pleasant and she was the most effective customer advocate I've had the pleasure to work with in quite a while. Nikki could have stopped, here, with just that effort, and I would have still held her in high regard. However, she didn't simply drop out of the situation once the technician arrived. She followed up with a service-after-the-sale approach to communicate the incident to the local Abra glass management, in an effort to make things right by me. I'd like to conclude by saying that Jarren and Nikki exemplify fantastic customer service and they understand how to remediate unexpected complications in a mutually-satisfactory way that gives a customer like me glad to have worked with them. I feel the world is a better place with both of them in it. Though I have my criticisms about other aspects of this work, I do not, for one moment, want any of that shade cast upon these two fantastic employees. Thank you, Jarren and Nikki, for making things right.

I don't want this feedback to reflect badly on certain individuals who were very helpful and tried to improve my experience. Though, in the end, the result was a success, to get this work completed took a lot of effort and I'd like to provide my compliments to those responsible for getting the work back on track. Call Ceneter: My experience with the call center was hit-or-miss, depending on who answered the phone. I would receive conflicting responses from some call center agents (for example, being told that they don't provide email confirmation / updates from one of the agents). Additionally, the only way I could reach an agent was to use option 2 (request a quote). The option 4 (existing customer) line would place me on hold for a very long time and nobody ever answered (I waited a half hour at one point). This is NOT how an existing customer should be treated. At a minimum, the automated system should be able to announce a queue time and give me an option to hang up and receive a phone call from customer service (without losing my place in line). It's sad that the only way I can speak to a human at this call center is to select the option that translates to "new income" when calling. This gives a poor impression. Dispatch / Call Center scheduling: This is the 21st century. The call center should be able to narrow down the estimated time when I can expect the glass appointment. They should also be able to tell me trivia such as, "There are two appointments ahead of you that morning and the only available technician is coming from the other side of Atlanta, so your appointment will probably start around 11AM." There's a complete lack of logistic skill in the appointment process, and a total lack of empathy for the parties involved (technician, customer, etc.). The call center is the *voice* of the company and the first experience that a customer has with your business - I would not consider the pattern of my experience with the call center to be consistent with delivering trust and confidence in the choice to give Abra my business. Technicians: The glass technician who had the original ticket is Jarren. His communication skills and empathy with the customer should be praised. He started out by calling me with a full hour to spare, knowing that I'd be driving to the Abra location (saving your company the trip) to have the work done. His thoughtfulness shows that he understands the customer perspective. He gives Abra a good name. There was a problem with the incorrect parts being provided to him - which Jarren discovered rather quickly. He took a moment to discuss the situation with me before going back to collect the right parts. This is an example of great customer service - even in handling a mistake, Jarren was open, honest, and fully communicative. The correct windshield was installed and, unfortunately, cracked during the installation. Jarren was beside himself with apologetic explanation and I could tell he was struggling to make it right for me. I feel Abra should empower these technicians to make customer service decisions such as handling discounts for problems such as this. The glass technician is the *face* of the company. They are the very front line and they should have every opportunity to make the customer experience right; especially if there are complications such as those we experienced. My windshield repair required a follow-up appointment. The second technician, John, was not at all customer focused. He never called me to let me know when he'd arrive at the Kennesaw location. The call center didn't give me any indication that he would be arriving later in the day. My only knowledge was that the Abra shop in Kennesaw was only open from 9-12 on Saturday, so I arrived at 9AM, sharp (not wanting to delay the technician). With a lack of adequate communication on an experience that is spanning its second week, my confidence in my choice for this repair was growing very weak. John didn't show up until the shop was nearly at closing time. He was unapologetic for not calling. He advised that he was dispatched from across town and had other appointments ahead of me. While I can accept the reason, I still feel that Abra's dispatch and John failed to provide a comfortable experience through their lack of communication. The effort, here, is minimal, to provide a customer with a positive experience. Local shop employees: I can't say enough good things about Nikki Grigdesby for her help and empathy through this ordeal. Her role in my experience was never intended to be more than providing the location for the work. However, because the Abra body shop shares its name with the glass division, she took an above-and-beyond personal professional responsibility into correcting the failures in communication on my second visit. Nikki's resourcefulness was immediately apparent as she began calling several parties to track down the technician and get his schedule so she could provide me with specific timeline expectations. Nikki's personal schedule was also impacted by the poor planning of the dispatch system, as she was forced to stay later than closing time for the work to be completed; and she did so without a single complaint. Her demeanor was constantly pleasant and she was the most effective customer advocate I've had the pleasure to work with in quite a while. Nikki could have stopped, here, with just that effort, and I would have still held her in high regard. However, she didn't simply drop out of the situation once the technician arrived. She followed up with a service-after-the-sale approach to communicate the incident to the local Abra glass management, in an effort to make things right by me. I'd like to conclude by saying that Jarren and Nikki exemplify fantastic customer service and they understand how to remediate unexpected complications in a mutually-satisfactory way that gives a customer like me glad to have worked with them. I feel the world is a better place with both of them in it. Though I have my criticisms about other aspects of this work, I do not, for one moment, want any of that shade cast upon these two fantastic employees. Thank you, Jarren and Nikki, for making things right.

I love the fact that you come to the house without an extra charge. My experience from the time I called to ask about the replacement to the job done was excellent. I can’t say enough about Jarren. He was polite,professional and super nice. He really knew how to do his job and cared how it was done as if he was doing it for himself. My satisfaction was important to him. Thanks again Jarren for a great job.

Our technician was friendly. He took his time and did a good job.

Jack was very polite and did a fantastic job. Bill B