ComplaintsforGerber Collision & Glass Headquarters

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 8th 2024, my wife *********************** vehicle was taken in to Gerber ******** and Glass in *********** *******. She was in a minor accident and her truck had to be taken in to the shop. Upon picking up the truck 10 days later, there were new scratches to the paint, torn seals on the door, paint spray on the bumper as well as the clear coat completely stripped from a large section of the truck, we brought it back in to have then fix what they messed up, upon picking the truck up for the 2nd time we fund new things, such as extreme paint runs and defects to the brand new door we were supposed to have received. The shop charged the insurance company for a new door, but very clearly did not give us a new door, as there is obvious flaws to their paint job as well as some rust. Upon cleaning the paint spray off of the bumper, they completely stripped off paint over a large portion of my license plate as well. I'm now driving around with a plate that could very well get me a ticket, because of poor workmanship and carelessness

  Business response

  09/13/2024

  The complainant has since been contacted by upper management ********** and advised that Gerber Collision will be paying for additional rental days while the shop performs warranty repairs. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company has had my car since late June or early July. They claimed the repairs would take a week and the date keeps getting pushed back. They called again this morning to extend it to 9-16-2024. They have had the car finished other than a headlight since July 12th.

  Business response

  09/06/2024

  We understand the upper management ****************** reached out to the complainant 9/4/2024 and offered the complainant rental assistance with which they have declined. ****************** has then insisted on assisting with saving the complainant money of their deductible for their troubles.
  
  

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was hit in December of 2018 and taken to gerber collision and glass to ve fixed. The place had my car for 3 months then gave it back to me with it making noise in the passenger side front where i was hit. All my dash lights were lite up on it which it wasnt before the accident. They took it back and had to take it to ***** to find there employees had put my wheel baring in backwards. They also had to take it back again because they put a faulty mirror on my car when was blowing my fuses causing me to go without heat in the winter. I got the car back and it was still making noise they wouldn't do anything further so i had to take it to another shop where they found the bolt on my control arm was not tightened down and did that for me. Then the axel went last year and gerber I had to fight with them to replace it even though all the parts they put on my car were life time warranty. Just as last time they are refusing to fix the control arm and my tie rod and the door. The door they put on is rusting and eating paint. While they straight out refused to fix my tie rod and control arm they offered to split the price on the door. Which i find completely unacceptable because they put a faulty part on my car they should be responsible for it. The reason they will not fix the other parts is they claim there was never any warranty on any of the parts. However all aftermarket parts come with a warranty. After 4 week of being told figure out whats wrong then contact us , then being told they would fix it get OME parts this time then getting contacted saying they would not fix any of it i have contacted my lawyer. I hope this can get resolved i just never wanted it to come to legal action. I really regret ever having this place touch my car and hope to let others know so they do not end up with the troubles and treatment i have

  Business response

  09/05/2024

  We understand the upper management ********** has reached out to the complainant. We understand the repairs in question are wear & tear mechanical items that are compromised by hitting a pothole in the road or a curb and any mechanical repairs are not guaranteed.
  
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I brought my car to them for bumper, uncarriage, and glass repair via All-State. Car was first brought in on 7/22. I was advised the work would take 2-3 days unless they found other problems. They found other problems, and told me that it would take until at least 7/26, but much more likely 7/29-30. I called on 7/26 and they advised that it would take until 7/31. I advised that this was fine, but I need the car no later than 1PM on 8/2 as I have a flight. Each day I called them to check in on the status because they have literally never called to give me any updates, notify me of any delays, nor have they ever returned a single phone call. They were nearly late on my car but I hounded them. But when I picked it up, the glass wasn't done! They also told me that the insurance company only funded an after market bumper, but it doesn't fit right. They gave me my car back w/ the slightly ill-fitting bumper, telling me to bring it back when I return from my trip and they would replace the bumper and glass. I brought the car back and they said it would take them 4 days - which is a lot given that they should already have the ***************************** ready since this was arranged weeks ago! I called them on day 4 and they said it wasn't ready b/c the parts weren't in, and they still hadn't even touched the glass b/c the there's not an insurance claim. As I told them FOUR times, there was an addendum to my bumper claim for the glass! They never called to tell me of the hold-up so I could remind them!I could go on and on, as there's more. But in summary: they have been late on EVERY deadline, have never called to give a single update, let me know of a single hold-up, and have never returned a single phone call. I have even involved my insurance adjuster and they're STILL not communicating! By all appearances, the ** and staff at this location fully do. not. care. I've tried being nice, I've tried yelling, I've got All-State involved. NO improvement. Still no call!

  Business response

  09/16/2024

  We understand the General Manager ***** *. reached out to the complainant and all of their concerns have been addressed. 
  
  

  Customer response

  09/17/2024

   
  Complaint: 22200987
  
  I am rejecting this response because:
  
  ***** DID call me yesterday leaving a message requesting a call back. I did not call him back, nor will I be because he has shown repeatedly that his word means nothing. So, no, it is absolutely false that anything was resolved. There is nothing that he or anyone there can say to me, as they dropped the ball over and over and over again, including making the exact same mistake repeatedly despite me telling them repeatedly. It's also noteworthy that me filing a complaint with the BBB is the ONLY thing that has ever resulted in ***** calling me. None of my multiple requests for his calls before ever produced any calls. 
  
  Sincerely,
  
  *** *****

  Business response

  09/27/2024

  Gerber Collision & Glass market manager ****** *. has since been in contact with the complainant to review their concerns and have come to an understanding. The complainant states he will continue to voice his displeasure with his experience, but appreciated the opportunity to discuss their concerns with upper management.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently had a negative experience with my local Gerber Collision and Glass franchise facility located at ****************************************. Specifically, 1.) The facility failed to honor a scheduled appointment, leading me to think my car was being repaired whereas my car just sat in their parking lot for more than 2 weeks, 2.) the facility failed to notify me that their "appraisal" was complete on July 1, 2024 whereas I did not find this out until July 9, 2024 when I called them to inquire about the status, 3.) once the appraisal was completed, they refused to offer repair work because my vehicle is "too old", which I feel was unreasonable and was simply their way of getting rid of me as a customer. Given the way I was mistreated by this facility's staff, I sent a complaint to Gerber's corporate office on July 15, 2024. It has been more than a month, and they have yet to respond. At this time, I respectfully ask that someone from Gerber's corporate office contact me and let me know what is being done to address my complaint. Please do not refer me to your local facility's staff; their unprofessional behavior should speak for itself and I do not wish to deal with them any further.

  Business response

  09/05/2024

  We understand the General Manager ****************** has left a message on 9/4/2024 as well as sent an email to the complainant in hopes of discussing their concerns. At this time the complainant has not gotten back to the General Manager *******. Thank you
  
  

  Customer response

  09/05/2024

   
  Complaint: 22195022
  
  I am rejecting this response because:

  As previously stated, I am not interested in speaking with the local store about this. Their behavior thus far speaks for itself.
  
  Sincerely,
  
  *************************

  Business response

  09/13/2024

  We understand the upper manager **************** reached out to the complainant via email on 8/12/2024 at 8:56 AM CST. We also understand the complainant replied to ******'s email. Thank you
  
  

  Customer response

  09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car to gerber collision a representative of ************* for the person who hit me on 8/13/24 I drop off my jeep I was told once they take my jeep apartment theyll get my the estimate before repairs I stressed no work before the estimate on 8/14 I reminded them no after market parts and on 8/16 I message them Im still waiting on the estimate I was told they order all the parts again I reminded them no after market parts and told them if the insurance doesnt approve the oem part to call me first Ill fight it on 8/19 I message them again Im still waiting on the estimate and found out its almost done they never called me about getting approval to install aftermarket parts and on 8/21 I picked it up and the fog light doesnt work I called and Im given attitude and was told well the light is aftermarket which shouldnt matter

  Business response

  09/03/2024

  We understand the complainant stopped at the Gerber Collision & Glass - ************* location on 8/26/2024 and the location had advised they would order new lights for the complainant. Thank you
  
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has taken me a year and the encouragement of my therapist to finally share my experience with Gerber Collision. In September 2023, I took my Tesla Model 3 to their shop for trunk repairs, trusting them as a Tesla-authorized center. Unfortunately, it turned into one of the most disheartening experiences I've had with a business.When I picked up my vehicle, I noticed several items missing from both the center console and back seat, including a dog bed. The back seat liner was mishandled, with stains and signs it had been forced back incorrectly. *******************, who oversaw the repair, agreed the vehicle had likely been broken into and assured me the shop had surveillance footage. He promised to review it and get back to me, saying, "We will make it right." But after submitting a list of missing items and waiting a month, I received no updates despite numerous follow-ups.When I finally got a response from the General Manager, *****************************, it was dismissive and disappointing. He referenced a poorly framed, timestamp-free photo to suggest the items might not have been there. He also deflected responsibility by pointing out the shops location near a homeless population and mentioned their vehicles arent always securely locked. This felt like an excuse rather than addressing the real issue, especially since another theft had occurred just a week before.After expressing my dissatisfaction, I was accused by **** of trying to take advantage of the situation with my list of missing items, which was deeply hurtful. To make matters worse, their regional manager only offered to reimburse me for a dog beda token gesture that didnt address the broader issues or the breach of trust. To this day, I have received no surveillance footage, investigation report, or further updates.This was my first and last experience with Gerber Collision. I noticed they are no longer listed as a Tesla-authorized center, and Im relieved others wont have to go through what I did.

  Business response

  09/04/2024

  We understand that the General Manager ************ left a message 8/27/2024 in the morning and the upper manager ****** left another message 8/27/2024 late afternoon for the complainant in hopes of speaking with them regarding their concerns but have yet to hear back as of yet. Thank you
  
  

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had been in a car accident a few months ago. My insurance company told me to use Gerber and that they would pay for the tow. Gerber "repaired" my car. However when I got the car back the radio and ac didn't work. The leather on the front of my dash was peeled back and shrunk from being stored outside for months. When I asked the tech about these issues specifically the radio and ac he instructed me it wasn't from the accident and that they didn't know why it happened or how they could fix it. While the car was at the shop I did receive a phone call from them stating my car was "complete" but they had to recharge the battery because they let it die. After I took my car to the ***** dealership and they fixed the car finding out the issue was components were shorted. They were not able to prove that it was from the accident though since another shop had already touched the car. Those expenses came out of my pocket. Everything worked perfectly before the accident and before Gerber worked on it. I had to pay thousands of dollars to get the repairs fixed as well as paying for a rental car. I wanted to make this report before I take them to small claims court to prevent this from happening to other people and to compensate me for repairs and time.

  Business response

  08/30/2024

  Gerber Collision & Glass is aware of the complainants' concerns with the radio and market manager ******* *. has been in contact with him and ****************** to discuss this matter. The complainant was advised that ******** declined the radio and all concerns have been resolved. 

  Customer response

  09/05/2024

   
  Complaint: 22154076
  
  I am rejecting this response because:
  My amp was determined shorted due to accident by another auto shop. In addition ******** covered half of the cost of the amp and the other auto shop said that they couldnt determine the whole bill (radio replaced and amp replaced) to be from the accident because Gerber collision worked on my car before them. 
  Sincerely,
  
  ***** *******

  Business response

  09/18/2024

  We understand the Upper Manager ******* *. reached out to the complainant and is working on setting up a meeting to go over concerns when time permits for the complainant.
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled and appointment at Gerber Collision. During my appointment the adjuster asked if the repairs were going through my insurance. I said yes. He asked what company and I provided the information. They asked if I wanted to wait or have emailed. I said email to save both our time. I took several days and was very expressive.After contacting my insurance they had me do a 2nd estate that was 100% lower. They had seance contract me advising they do not have access to an alignment rack and should find a new shop.I can find a new shop but dont understand how a body shop cant do alignment and why their estimate was 100 % higher than Allstates estimate.Seems like illegal insurance fraud to me.

  Business response

  09/04/2024

  We understand the Market Manager ****************** has left a message for the complainant on 8/19/2024 as well as on 8/21/2024. ******* has also sent an email to the complainant on 8/21/2024 in hopes of speaking with the complainant regarding their concerns, however they have yet to hear back as of yet. 
  
  

  Customer response

  09/05/2024

   
  Complaint: 22150690
  
  I am rejecting this response because: I did receive 1 phone message and was told he would try back. Did not ever get a return phone call or message nor did they send an email. It seems they used new OEM parts for their estimate. Allstate does not accept these part for repairs. You would think Gerber would know how to quote an insurance estimate accurately.  Unprofessional organization. They had 1 job and they messed it up. 
  
  Sincerely,
  
  ***********************

  Business response

  09/12/2024

  We understand the upper manager ****************** has attempted multiple times via phone on 9/10/2024 and 9/12/2024 to reach the complainant as well as via email but has been unsuccessful reaching the complainant.
  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had my car placed in Gerber collision and glass on 05/24/2024 . I received my car on 06/ 11/2024 and I had a few complaints it seems as though it felt on deaf ears .. Upon leaving the next day I noticed that I had bolt missing on my back tire and spots of paint on top my car which was was addressed.. So the next day I show the person in charge I had a stretch on my door which these doors was replaced so they were new and also I pointed out that my panel is not on track and also damaged the interior of my car oil Stains they denied wrong doing in these particular complaints ****** tank was on empty. This is just a brief of my complaintsFor a total of ******. 71 .. Thanks in advance

  Business response

  08/07/2024

  We understand the General Manager ********************** reached out to the complainant 7/25/2024 regarding their concerns. Thank you
  
  

  Customer response

  08/08/2024

   
  Complaint: 22030690
  
  I am rejecting this response because:
  

  Good evening I am not satisfied with ****** collision decision because no one has reached out to me ever any time I had an issue I had to go over there unannounced to bring  light to my complaint.. so no I am not satisfied with nothing because no one has called me and done nothing to my vehicle ..On 7/25/2024 no one contacted me and no never contacted me can  you please 
  Help me get my issue resolved Thanks..

  To whom it may concern: of course Im not satisfied I still have pieces missing of my doorAnd damaged to my door and interior on the25 of July ..I went to bring to the manager attention about my complaint Only thing that was addressed that day was getting paint off the top of my car and that was done incomplete.. Please Help 
  Sincerely,
  
  *****************************

  Business response

  08/15/2024

  We understand the General Manager ********* reached out to the complainant again on 8/15/2024 advising the complainant the concerns they are advising with stains on the headliner and the scratch on the door will not be repaired as Gerber Collision & Glass had nothing to do with it and shown the complainant the pictures of the vehicle taken after repairs showing there was no scratch.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩