Complaints

This profile includes complaints for Gerber Collision & Glass Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Gerber Collision & Glass Headquarters has 233 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gerber Collision & Glass Headquarters

  400 W Grand Ave Elmhurst, IL 60126

• 

  Gerber Collision & Glass

  5415 S Decatur Blvd Las Vegas, NV 89118-2238

• 

  Gerber Collision & Glass

  25 Green St Akron, OH 44303

• 

  Gerber Collision & Glass

  1196 Broad St Sumter, SC 29150-1945

• 

  Gerber Collision & Glass

  9817 Farrow Rd Columbia, SC 29203-9721

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle into Gerber to have it repaired. They disassembled my damaged but drivable vehicle without doing their due diligence to verify the most obvious parts weren't on back order. Now my car is disassembled and undriveable and they have left me without a vehicle. My problem is that the part that was the most obviously damaged is the one on back order. They didn't have to disassemble the vehicle to check on that part.

  Business Response

  Date: 10/03/2023

  Gerber Collision & Glass is aware of the complainant's concerns with delays throughout the repair process due to backordered parts.  **************** Representative ******************** spoke with him on September 22, 2023 and advised him that his vehicle completion date would be on Tuesday or Wednesday the following week, he returned his rental car and was advised we would waive his deductible to offset the rental charges. **************** Representative ******************** again contacted the complainant on September 26, 2023 to advise him that the repairs were completed, he picked up the vehicle and all concerns have been resolved. 

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my van in after an accident back on May 20, 2023. I received my van back around June 14, 2023 and within 2-3 days I was hearing a grinding sound coming from the area of impact. I called and setup a time for them to look at it and when they did all they did was drive my van into the shop and say, its just your brakes. In July I went car shopping and I was told that the tire that Gerber put on my van was used and very worn which was news to me because I thought they said a NEW tire. I finally had the funds, August 20, 2023 to get my brakes done and was absolutely shocked to learn that, while my brakes we bad, the caliper on the drivers side wheel area (IE the impact zone) was bent. I called the insurance company and they agreed that those dont just bend and told me to take it back. On August 28, 2023 I went back and they took everything off and its BAD! Its not just the caliper but the bearing hub, axel and wheel sensor. They all but denied any wrongdoing and tried to place the blame on the person who did my brakes but Ive been having this issue since 2-3 days after I got my van back from them when I had NO issues prior to the accident. The insurance company paid nearly $6k in repairs and I got an unsafe van back that was not in the condition it was in before. The ** at this Gerber told me that I can buy the parts and theyll do the labor for free and they made me sign a paper saying I was driving my van off their property in unsafe condition. Then, today, I took my kid to the bus and when I got home I noticed that the bumper, THAT THEY REPLACED IN ***** is falling off on the passenger side. They screwed my van up and I want it back in the condition it was in before the accident when I had no grinding or any dashboard lights on. Now State Farm is allowing Gerber to make the determination and theyre still trying to blame a bad break job when these issues were happening before the brakes were touched. Also, parts on the invoice are what needs fixed now

  Business Response

  Date: 10/04/2023

  We have not been successful in speaking with the Complainant.  General Manager ****************** attempted contact via phone on September 28, 2023 and via email October 3, 2023 in hopes of speaking with the Complainant to discuss their concerns.  
  
  

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20601902
  
  I am rejecting this response because:

  I have not been called by ****************** Not on September 28th, at all, I have no voicemails or missed calls on my call log. I did receive an email on October 3rd, at 4:40 pm, and I tried to call him the next morning. He did not answer my phone call and even though I left a voicemail I didnt hear back from him. I emailed him on October 5th and he said hed call me that day but, again, I didnt hear from him. 
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 10/17/2023

  Gerber Collision & Glass is aware of the complainants concerns and general manager ****************** spoke with her on 10/15/2023 and let her know we would be willing to cover the labor of the installation of the parts and an alignment even though State Farm deemed "not accident related."  The complainant is going to purchase the parts from Lafayette Auto Supply at our cost and we are going to install them for her at no cost and all concerns have been resolved at this time. 

  Customer Answer

  Date: 10/24/2023

   
  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. For future issues Gerber needs to realize that theyre responsible for the safety of the passengers in the vehicles that theyre repairing. They also need to make sure that theyre paying attention to the repairs that they are making. I should not have had to go this far to get a resolution and Im still not happy with it. I shouldnt have to pay a dime for any repairs as Gerber has a LIFETIME GUARANTEE but Im tired of putting my children in danger everyday by driving this van. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my car off for repairs on 7/10/2023 for front passenger bumper damage at Gerber Collision in **********. The repair job was completed 9/12/2023, so that's two months in total. My car insurance only covered up to $900 in car rental payments and I was two days over and being asked to pay $60. A customer shouldn't have to pay for extra days when the collision shop took too long to complete the repairs.

  Business Response

  Date: 09/28/2023

  Gerber Collision & Glass is aware of the Complainant's concerns with the rental bill and General Manager ************** spoke with him on September 14, 2023 and reiterated our offer to refund the $60, inquired if there were any other concerns, he advised that he did not have the rental bill but maybe his daughter does, he also advised that he does not know about any BBB complaint and we reminded him that we will reimburse the $60 if someone brings us the rental bill receipt. General Manager ************** again spoke with the complainant on September 22, 2023 and was advised that his insurance company ended up paying the rental charges and all concerns have been resolved. 

  Customer Answer

  Date: 10/04/2023

   
  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

  Date:09/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom this may concern,My name is ***************************. I have a compliant about Gerber Collision in ******* *******. I expected better service as I filed a claim for damage to my car with my insurance on May 28, 2023, and had my car inspected on May 30th with the car repairman at Gerber ********. With the brand and reputation, I expected better. As of now my car was repaired however in an unprofessional, very untimely manner and inconsiderate manner. This caused me financial damage which is poor customer service and a terrible customer experience. May 30th, the parts that needed to be ordered were reported to my insurance. My husband also asked the repairman about the parts arrival before turning our car in July 17, 2023. We were told the time for repair would be *********************************************************************************************************** a half. Monday July 24th, my husband reached out to the repairman, *** who then told him they were just now able to break the car down. I drove to the facility July 25th to see if I could see my car broken down. I only seen my car brought to the back with other cars inside the gate as I left it. Repairs were not started until that Wednesday, Thursday I checked again and my trunk was taken off which is where the repairs were needed. They informed my husband midweek that frame damage was noticed which would cause longer time for repairs about 60 hours.The next complaint in addition to starting repairs on my car late after informing them that I was paying for the rental out of pocket was them stating it would be a possibility I could have my car by Wednesday because they just needed to paint which was that Friday the 28th. I received a call to pick up my car 08/04/23. The rental paid out of pocket was $844. My insurance company asked for compensation on my behalf and they continued lying about the timing saying it was necessary. It was confirmed the parts were in the shop the day I dropped my car off.

  Business Response

  Date: 09/22/2023

  Gerber Collision & Glass is aware of the complainants' concerns with the delays throughout the repair process and General Manager ****************** spoke with her on September 15, 2023 and explained that for the size of the job (60 hrs) ***** days is about average as far as workflow goes.The complainant stated that her issue is she drove by and saw her vehicle hadn't been disassembled after a few days, she wants compensation for when it wasn't being worked on. General Manager ****************** again apologized for the delays and stated it's Gerbers policy not to pay for rental, and she signed documentation acknowledging that and all concerns have been addressed at this time. 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20579040
  
  I am rejecting this response because:

  I did not sign any response concerning the dispute, the information provided is falsified. It was also more than a few days that my car was not disassembled to start repairs it was 9 full days which 7 of those days Gerber was open for business. I waited on the General manager for a week now to call me back who called after the "grievance was filed" to "get back with me after he spoke with the higher *** in regards to a reimbursement ". When discussing a reimbursement he did inform me that they" typically dont reimburse for rentals as they cannot predict the time it would take to repair my vehicle however, he would look into it because their was a shortage of workers especially the main repairman during that time" . I explained the time they worked on my car was never the issue it was the fact that I informed Gerber collision repairmen and clerk  that i was paying for a rental out of pocket and i could not afford delays. I was informed all parts were there. Gerber and their employees had my car for a week without even starting repairs.That is when the rep indicated he will contact the "higher ***". Please correct and compensate as I pleaded. $844.00 for a rental is a lot especially when it sat for 9 days. Thank you
  
  Sincerely,

  
  ***************************

  Business Response

  Date: 10/05/2023

  Gerber Collision & Glass is aware of the complainant's concern with the rental reimbursement.  General Manager ****************** spoke with the complainant on October 4, 2023 and advised that Gerber agrees to pay 9 days of rental at $25/day for a total of $225.The complainant was happy with this resolution and stated that she would pick up check after it printed at the shop and all concerns have been resolved. 

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business submitted an estimate to Simoniz Glass for repairs on my 2017 **** Focus. They received AND cashed the check before services were even provided. I decided to go with a different business to have the work done and trying to get a check back from Gerber. Each employee I have spoken with has told me a different story. ********************* told me weeks ago that it took 2 days for them to process a check back. Waited several weeks and called Gerber yesterday. ******, who handles accounting, passed the call to the general manager, ***** who out-right lied to me on the original check they have received. Simoniz Glass (*****) has been trying to work with me on getting this check back and both of us continue to be lied to! My car is now in the different shop getting the services done and I am stuck paying out of the pocket until this is resolved. Simoniz glass has given Gerber permission to issue check into my name, to save on time and every person, every phone call to Gerber, they change there policy??? This has been ongoing for weeks and taking a check, cashing a check, without providing services is theft! reading several business reviews, after the fact, this has happened to previous customers.

  Business Response

  Date: 08/30/2023

  The complainant has been provided a refund as of August 21, 2023.  Thank you.
  
  

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took My Truck To Gerber And They Had My Truck For About A Month And Call Me Stating Truck Is Done Which Is Was Not and When I Voice My Complaints Nothing Was Done 1-Driver Side Truck Bed by Gas Fill Was Hit By Another Car Which Cause The Paint To Chip and Fall Off Truck Bed When I Took Truck In To Get Repairs Done I Was Told By **** That The Truck Side Bed Would Be Replaced When I Go To Pick Truck Up The Chipped Paint Was Just Painted Over And Still Have Bubbles In Paint And That They Would Not Fix It Cause That Was Caused By Rust On Truck Bed The Truck Bed Was Fine And Did Not Have Any missing paint till the lady hit me so to me that area should of Been Replaced Or Fixed Not Just Painted Over 2-Also Bed Cover Was Replaced And Was Told They Had To Cut Off A Bolt To Be Able To Fix The Truck Bed Side That Why The Replace Bed Cover With a Cheaper One and Not One Like I Had On Truck Instead The Kept Stated We Will Just put The Old One Back On Or I Could Just Use The New One That They Put On There That Is Not Like Mine That I Had Before I Took Truck To Get Repairs I Am Not Sure How The Old Cover Will Work Since They Had To Cut Bolts Off To Get It Off Me Truck I Believe They Should Find Cover that Is New and Like The One I Had On There 3-When I Dropped Truck Off I Had A Ding In The Drivers Door I Ask For Estimate Which I never Got And When ******** Called Me For Update On Truck I asked Her About it And She ************* Were Just Going To Fix That When We Repair and Paint Truck Bed Side But When I Go To Pick It Up The Ding Is Still There 4-When I Arrive To Talk About All the issues i Have With Truck I Am Told That A ******* Will Help Me and He Is Outside Go Out There And He Will Help You When I Start Talking To Him About Truck I Stated I Wanted To Show Him The Issues And He Stated I Am Busy Doing A Estimate On Another Car Then He Goes Inside And Talks Bad About Me And My Repairs To the Workers inside (My Friend was inside heard it)

  Business Response

  Date: 08/29/2023

  Gerber Collision & Glass is aware of the complainant's concerns with the repairs to their vehicle and Market Manager ************** contacted him on August 14, 2023 and advised him that complainant's insurer paid to have a rusted bedside repaired as compared to replaced as they did not owe for the rust, only the damage to the bedside. Market Manager ************** has again been in contact with the complainant and their insurer via email on August 29, *************************************************************************************************************** addition to providing insurer rates. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20457275
  
  I am rejecting this response because: The Bedside Paint Was Not Bubbling Up On The Truck Until The Lady *** Me And Then That's When Paint Starting Bubbling Up    Was Caused By The Lady ***ting My Truck 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/08/2023

  The complainant had a Tonneau Cover replacement installed at Gerber Collision & Glass - Lafayette/******* and the refund for their deductible has been discussed. We understand the complainant is satisfied at this time.
  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20457275
  
  I am rejecting this response because:  This Issues That Is Still No Resolved Is The Driver Side Rear Wheel Well Was Not Fixed And Paint Is Still Chipped And Some Is Missing   
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/21/2023

  Market Manager ************** attempted to contact the complainant, leaving a message September 19, 2023 in hopes of discussing concerns.  
  
  

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20457275
  
  I am rejecting this response because: There Are Still Dimples In The Paint And The Z71 Decal Is Coming Off Also There Is Paint On The Tail Light That Should Of Never Been There 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/17/2023 my ******** was hut by a driver insured by State Farm. Gerber Collision in ******** is the only ******** approved body shop that is a preferred State Farm shop. I scheduled there. We delivered our vehicle as scheduled on 6/2. Gerber told me it was done on 6/26, only the radiator still had not been replaced and various other parts were missing. When I returned to pick it up, parts were missing. So we left it with them again, some of the parts were installed and then they called for me to pick it up, there were still fasteners missing and the suspension had not been repaired( which they told me had been). The horn did not work and there were problems with the air conditioning. So we dropped it off again for a promised return in 2 days. They had the vehicle for 9 days to balance a tire and install 4 missing grommets, which they had in stock. When I picked it up, 8/2/2023, there are still loose fasteners and my front speaker was blown and used supplies and personal items were left in the vehicle. We were directly deceived by *******, the told us that the vehicle could not be alligned if there were any issues with the suspension, steering or hubs and that they had the entire system evaluated, when it went back in they had to send it elsewhere " because the shop that originally did the alignment was not capable of checking the suspension or wheels. I have invested over 10 hours in travel alone to pick up and drop off multiple times, not to mention the lost work due to gerber's failures.

  Business Response

  Date: 08/17/2023

  General Manager **************** contacted the complainant on August 8, 2023 and the complainant has agreed to have the location look over their concerns. Gerber Collision & Glass will be picking up the vehicle on August 30, 2023 for corrective repairs and we will deliver vehicle afterwards 
  
  

  Customer Answer

  Date: 08/28/2023

  Complaint: 20420429
  
  I am rejecting this response because: 

  This issue has not been addressed as of yet.  I have not received any additional service.  *********** acknowledged all of the statements and has agreed that both the work they did and the parts/ materials where not acceptable.  Please do not close this as it has NOT been resolved.  

  
  

  Thank you 

  
  Sincerely,
  
  ************************;  

  Business Response

  Date: 09/06/2023

  General Manager **************** contacted the complainant August 30, 2023.   ****** advised complainant they did not leave the vehicle accessible for Gerber Collision & Glass to pick up the vehicle and they are currently out of town and will ***************** when they return to arrange another pick up time.
  
  

  Customer Answer

  Date: 09/15/2023

  Complaint: 20420429
  
  I am rejecting this response because: This was not resolved.  Gerber never contacted me to confirm any parts had arrived or that they intended to pick up the vehicle. Other significant damage was found and incorrect products were used. I am not comfortable leaving my vehicle with this company.

  
  

  Sincerely,
  
  ************************;  

  Business Response

  Date: 09/21/2023

  General Manager **************** attempted contact with the complainant on September 15, 2023 and a message was left as well as 2 text messages at 6:06 PM and 6:42 PM.   The Complainant is not willing to bring his vehicle back.  He knows we have the replacement parts here and would like to install them himself.
  
  

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20420429
  
  I am rejecting this response because: I did pick up some of the replacement parts and I will not be allowing Gerber to perform any further work on my vehicle.  Additional damage was found that occurred while in Gerber's care.  The coolant line was cut shorter when they replaced the radiator.  It is now to short to properly attach to the radiator and has been replaced.  The center chanel speaker was blown.  The *** was reset and is now showing new trouble codes after the sampling period was complete.  

  
  

  I have not received any compensation.  The dishonest employee is still employed in the same position.  I was told that the parts were not returnable, which is why I have accepted them.  I do not intend to pursue this further with the BBB, but I am NOT satisfied with the outcome.  

  
  

  Thank you, 

  ***********************

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gerber has a contract with USAA insurance. USAA has paid gerber for all the work on my car but Gerber has not finished the work. It has now been 6 months they won't return my phone calls so I told USAA to just send me the money and I will get my car fixed elsewhere. I was told on July 19th that a check for $620 would be sent out by Gerber on July 21st. It is now August 1st and I still have not got that check. When I called USAA they called Gerber and Gerber said it will be another 2 weeks. They are dragging my guess in hopes I will give up. USAA paid them 848 for the work that still needs to be done. I had agreed to a payment of $620 just to get this resolved and now they won't even do that!

  Business Response

  Date: 08/17/2023

  Gerber Collision & Glass is aware of the complainant's concerns with the repairs to their ******************* Manager ************** spoke with the complainant on August 4, 2023 to let her know that Gerber is working on the reimbursement check. General Manager ************** again spoke with the complainant on August 9, 2023 and she came into the repair facility that same day to pick up the reimbursement check for $620.00 and all concerns have been resolved. 

  Customer Answer

  Date: 08/25/2023

   
  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. They paid the $620.  Thank you, without your intervention I don't think they would have.  I know I will never use them again.
  

  
  

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This facility was a recommendation of my insurance company and was the worst collision repair shop in the world, They did not send an updated claim sheet to the insurance company and not all of the repairs to the car got resolved, they did not listen to me as to what the issues I had after the accident I was involved in and the manager at this location flat out lied to me about a check being sent to me when my insurance company doesn't have my banking info and the check would go to them. The manager she is a liar and I don't like it and don't appreciate it.

  Business Response

  Date: 08/15/2023

  Gerber Collision & Glass is aware of the complainant's concerns with the repairs to their ******************* Manager **************** attempted to reach the complainant on August 3, 2023 and left a message. General Manager **************** again attempted to reach the complainant on August 8, 2023 via email and he has not responded to our contact attempts. 

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20404413
  
  I am rejecting this response because: to my recall I don't ever remember giving my email address and I never received a phone call what phone number do they have on file, then nd to call me directly at ************, I want a total explanation on why an estimate was not sent to the insurance company and since they dropped the ball I want a complete paint job of the entire car, I want my door pillar fixed, I want my chrome mirror put on not the black one that's on there and I want the window washer reservoir that is brand ******* on my car, not the used one they used, and the bumper fixed, and I want a refund of the deductible of$500, when someone lies to me like the manager I do expect an apology as well. When this pistpoor facility addresses what I am asking for then I will give them the respect they deserve. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2023

  General Manager ***********;F. left a message for the complainant on August 3, 2023 as well as sent in email on August 8, 2023 in hopes of speaking with the complainant to resolve concerns.
  
  

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed to Gerber Collision in ******** ** on 6/7/2023 after it was hit by a tire that fell off a vehicle on the highway. After being told they only had one other vehicle they had to get in they assured me it would not take the 5 days per $1000 of the cost of repairs because I told them I would have to find another shop if that was true. Was texted since 7/6/2023 that the car was in reassembly. After calling twice two weeks ago and then again lat week and told they were working on the radiator assembly (for two weeks.) because my tech quit. Today is 7/31/2023 they called at 3pm and said it was done. Got to the shop at 4:45 and after asking if someone was going to show me the repairs I finally drove away. Only to have to return it in the morning when they open. The transmission is not shifting at all properly and it is also leaking radiator fluid. Two months is not acceptable and now I have to bring it back and hope its done in less than two months!

  Business Response

  Date: 08/14/2023

  Gerber Collision & Glass General Manager ******************** contacted the complainant on 8/1/2023 and the complainant has brought their vehicle back to location for corrective repairs.