Super friendly staff at all levels of the customer experience. Receptionists are understanding and patient, as well as explain everything for those of us for whom this can be a nerve-wracking or unknown first time.
As for the work and accomodations, I get updates via text whenever something changes or sometimes just to reassure me that they're still fighting for me. (Insurance might not recognize BBA as an in-network shop, but you'll soon discover that it's because BBA doesn't go on the cheap by using the lowest-quality parts).
For example, some of the newer-grade paints used in Honda models have anti-chipping chemistry in it, but my insurance for me and my mother refused initially to pay for that as part of the repair estimate despite Honda requiring it for their vehicles. Just slap a new coat of painy on it, right? This client already cost us enough money? BBA treated me way better than my insurance and refused to back down. After a few weeks of back and forth, BBA finished the work and released my vehicle back to me after I paid my deductible.
They're still duking it out with insurance over paint of all things, but at least they didn't intend to hold my car for ransom over it. Looks good as new and I knew my family recommended them for a reason. Worth the wait and added work of going out-of-network -- BBA handled a lot of the complications for me.
(Their lobby also let folks have free water and coffee when I was there. Don't forget that their new location is on the corner lot of Illinois avenue, part of the Molon Motor & Oil Corp building; not the previous sidewalk-included building.)