Business Profile
Auto Body Repair and Painting
Gerber Collision & Glass HeadquartersComplaints
This profile includes complaints for Gerber Collision & Glass Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 195 total complaints in the last 3 years.
- 77 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/31/2023
Type: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.
Despite all of the delays of working on my vehicle and me having to call ***** parts myself to find out that Gerber could have ordered the parts a long time ago, I am most disturbed in the fact that they sent me in my car without windshield wipers. I proceeded to drive from ************ to ******** with 4 kids without knowing I did not have wipers until it rained. Gerber Collision and Liberty Mutual were anything but apologetic and state that they are not liable for anything stolen from my car while it is in their lot and that not checking to see if I had wipers was an "easy miss". I would never recommend Gerber collision or Liberty Mutual.Business Response
Date: 08/14/2023
Gerber Collision & Glass Manager Manager ************** contacted the complainant to follow up regarding their wiper payment and they are satisfied.Initial Complaint
Date:07/31/2023
Type: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.
We have a vehicle at Gerber Collision and Glass for body work due to a hail storm. Our estimate was for them to have our car for 5 to 7 days. We dropped the car of on July 3rd, 2023 and have not yet been able to get our car back. They have given us numerous excuses to the extent of not enough employees to do the work as well as the sun isn't shining these days so we are not able to work on it. Please bear in mind this is a very large auto body shop with multiple buildings and all indoor bays for work. Please allow me to file a complaint against this company and provide any assistance you can as well as warn others of their work behavior.Thank you,*************************************Business Response
Date: 08/14/2023
We understand Gerber Collision & Glass General Manager ************** notified the complainant on 8/1/2023 that the part for their vehicle has arrived.Initial Complaint
Date:07/25/2023
Type: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 Collision and Glass gave me a repair estimate on 7 July 2023 for $1456.08. When the car was picked up on25 July 2023 I was given a new bill of $1696.53. Nobody ever contact me about the increase of repairs, updates or anything, I had to always contact them. I was told to check portal for updates, which they never updated.Receptionist told me that she was sorry that nobody contacted me about increase, but if I wanted my car, I was going to have to pay the $1696.53 which I paid.Business Response
Date: 08/07/2023
We understand the General Manager ************** has reached out to the complainant and has advised that Gerber Collision & Glass will reimburse the complainant on additional funds that have accrued .Customer Answer
Date: 08/08/2023
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:07/21/2023
Type: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 lied and failed to honor their satisfaction guarantee! They repaired the vehicle in 2016, I took the vehicle back in 2022 for a issue with framing and they lied, saying it was mechanical and electrical, which it is was not! They continue to lie and not stand behind their work and the contractors the used! I want the ******* back to fix my vehicle ASAP! They are supposed to be a certified repair facility with State Farm, how can this be with a C- rating!!! Fro shame on these people! I will be making notice to State farm of their heinous actions!!Business Response
Date: 08/04/2023
We understand that the General Manager ************ contacted the complainant to discuss that their concerns are not the result of a workmanship issue or fall under our warranty.Customer Answer
Date: 08/07/2023
Complaint: 20358079
I am rejecting this response because:Gerber in 2022 lied to me, *********************, the ** at the time, first told me Gerber would take care of it then changed up and and said it was the motor and switch! It was not. It was the Moon-roof frame. Gerber claims they have a lifetime guarantee on their repairs, they do not honor this! See attachment! I want the money the money they were paid to do this repair. They kept my vehicle for over 40 days in 2022 on another issue repair issue on this vehicle. The original adjuster was a drunk that was fired because he was blatantly incompetent in the original claim. How can they be a certified shop for State Farm and have a C minus rating! I have contacted State Farm and will pursue this to the bitter end for the lies and deceit. I will be going to all ****************** stations, etc. and the ** in AZ as well! Refund me the ******* plus you were paid to farm this out to an incompetent sub contractor who did shoddy work!!!!! You do not deserve it!!
Sincerely,
*********************Business Response
Date: 08/15/2023
We understand Gerber Collision & Glass Market Manager ****************** has reached out to the complainant on August 11, 2023 and advised Gerber Collision & Glass has agreed to purchase a quality recycled sunroof frame and the complainant will have another party of their choosing install the sunroof frame.Customer Answer
Date: 08/16/2023
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:07/20/2023
Type: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.
Negligence-did additional damage to electrical system COST TO REPAIR $10K+. Shop forgot to put headlight covers back on vehicle. Severe damage to front end, one head light not working after accident. Hood and grill replaced. Repair center did not have equipment to test headlight, so ******* said they disassembled the working headlight, removed working bulb, inserted into non-functional headlight and determined it only needed a new bulb Both head lights and both fog lights became inoperable within 10 days of picking up vehicle. We left town and upon getting back contacted *******. He said they worked when it was picked up and there is no warranty. (Insurance paid about $4200 for repairs). After back and forth with ******* and him saying he wasnt an expert we took it to a local *** Dealer. RESULTS: *** Service wrote letter saying headlight covers were removed from both sides allowing water in lights and shorting out entire system. The only place dealing with the lights was Gerber.We returned to Gerber, showed the letter and video to ******* who said I am out of here on this, someone took them off after you left. Suddenly he saysYou know what? I remember, it came in without covers. SO HE LIED TO BOTH OF US CHANGING HIS STORY AS WE WERE STANDING IN FRONT OF HIM. *** ****** these covers do not just fall off. He then said we trying to commit insurance fraud.We have opened an investigation with our insurance company and filed a formal complaint with the **************** and Business licensing Board for negligent workmanship. *** Service quoted over $10,000 to fix the issue due to water damage of headlight covers not being put back A Gerber Corporate Representative has reached out to us a little too late. We have been with a safe vehicle since Feb. on June 17 we purchased a new vehicle. For all this lying, damage and hardship of having to purchase a vehicle, since the value of my *** X3 is now at $200. I am asking for Gerber to pay for my new vehicle.Business Response
Date: 08/04/2023
We confirm receipt of your BBB dated July 20, 2023 regarding concerns raised by ****************************** We have reviewed our files with respect to this matter and can report that after discussions with the customer they have confirmed that the faults and failures outlined in the complaint began prior to the date of loss and the vehicle arriving at Gerber (***********************************************************************). For these reasons, this repair has also been denied by ****************** insurance carrier. We are currently working with ****************** to help resolve her situation. While ****************** states Gerber neglected to replace headlight covers after repairing her 2011 *** causing electrical damage, Gerberss scans of the vehicles computer trouble codes initiated the day the vehicle was dropped off and before any repairs were initiated shows faults in the headlight module in the vehicles history codes. These scans were shared with ****************** and her insurance carrier. ****************** insurance carrier also confirmed that she had complained to them prior to it arriving at Gerber that the vehicle was having electrical issues and had paid to have the issue remedied unsuccessfully about a year before the date of loss. Gerber further pointed out that the shop did not remove any headlight covers to complete the repairs or change the lamp bulb.Customer Answer
Date: 08/07/2023
Complaint: 20349159
I am rejecting this response because: The headlights worked fine prior to accident. I NEVER stated ANYTHING other to Gerber. Their error caused over 10k damage to my electrical system. Looking at the before and after diagnostic shows one light working fine after accident and BOTH lights having ERRORS AFTER! Gerber is not being honest on their reply. This car had no problem prior to accident in September, due to hurricane Gerber was not able to service vehicle until December 2022. This reply is completely inaccurate
Sincerely,
*************************Business Response
Date: 11/05/2024
As of today's date 11/1/24 we are aware of the complaints concerns with the headlight and our in house counsel ***** *. advised her that Gerberss scans of the vehicles computer trouble codes initiated the day the vehicle was dropped off and before any repairs were initiated shows faults in the headlight module in the vehicles history codes. These scans were shared with the complainant and her insurance carrier and pointed out that the shop did not remove any headlight covers to complete the repairs or change the lamp bulb.--***** *******Customer Care Team
*****************
********, IL 60126
Ph: ************
************************************************Customer Answer
Date: 11/11/2024
Complaint: 20349159
I am rejecting this response because: The reply from Gerber was intentionally incorrect. They attachments will show that they did disassemble both headlights. These are sealed units according to the *** dealership and should NEVER BE DISASSEMBLED. The unit should be replaced. The insurance company was Farmers, who left the State of Florida following their losses after the hurricane ***. This car was taken to a regular *** Dealership for service and that why the service Manager wrote a letter stating the headlight covers were not replaced along with the video. The body was asked to correct the problem because dealership wanted over $10K. After months of no vehicle I could ride in, due to my disability with mobility issues, I was forced to purchase a small Kia **** I COULD NOT DRIVE AT NIGHT WITH NO HEADLIGHTS! Lying about never doing work on headlights and ITS ON THE BILL! SHAME ON YOU! MY INSURANCE COMPANY LEFT THE STATE!! AND NOWOVER A YEAROVER A COMPLETE ******** FINALLY REPLY TO MY COMPLAINT. YOUR COMPANY NEEDS TO ACTUALLY READ THE ATTACHMENTS TO THIS COMPLAINT AND DECIDE ON A SETTLEMENT.
Sincerely,
***** *******Initial Complaint
Date:07/19/2023
Type: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 7-17-23 I was told that my car was ready for assembly but they were ceasing it because Liberty Mutual said they are not paying the claim. The claim was filed 4-27-23. Per law an insurance company is time restrained on how long they can take to investigate a claim, however, the claim was approved and I brought it to Liberty Mutual Guaranteed Repair Network (Gerber Collision) I got an estimate and had been driving the car until they had an appointment to have me drop the car off. I dropped the car off on 4-18-23 and the Liberty Mutual online site had the car as under repair. On 7-17-23 Gerber Collision called to say Liberty Mutual was not paying the claim. My car is now sitting there and I cannot go get it. The car is financed and if I do not get my car back it will be repossessed and hurt my credit. This is not good business and illegal. I cooperated with both companies (filed a complaint against Liberty Mutual yesterday 7-17-23).Business Response
Date: 08/02/2023
Gerber Collision & Glass Market Manager ************ communicated with the complainant via text message 8/1/2023 at 8:34 AM CST to advise that he is working with the Technician to have their vehicle completed by Friday and will advise if anything should change.Initial Complaint
Date:07/13/2023
Type: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 brought my 2019 ****** Rogue in for repair on Jan 19, 2022 and it was returned to me on Jan 28, 2022. My front left fender, bumper and grille was damaged when the accident occurred on 12/9/2021. I noticed in the spring that the front fender was not connected and took it over to Gerber on Philo Rd. No problem, they took it back and then returned and said it needed a new part (clip) to be corrected. The parts manager would order it and call me. I have called many times to see if the part was in and told the part manager would call me. As of today, I have heard nothing from them. The workfile ID ******** I will definitely never recommend Gerber to anyone who asks for a collision repair shop. My granddaughter's car was hit by a deer, it did not go to Gerber. My neighbor also needed repair, did not go to Gerber also. This is no way to run a business in the competitive world today.Business Response
Date: 07/28/2023
We understand the General Manager ************** reached out to the complainant 7/18/2023 and complainant stopped at the location 7/19/2023 and showed ***** their concerns and was able to adjust the fender brackets and the complainants bumper fits and at this time the complainant's concerns have been addressed.Initial Complaint
Date:06/30/2023
Type: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.
Was told multiple times car was being worked on, it wasn't, was told multiple times it would be finished, wasn't, now going on a month of them having my car. Then when I called they said I wasn't in their world, and don't know the process and treated me like an idiot, the work they did wasn't even worth having my car in their shop for that long.Business Response
Date: 07/10/2023
We understand the insurance company, Allstate is currently behind and will be contacting the complainant to further discuss. We also understand that the General Manager, ************ has reached out to the complainant on 6/30/2023 to notify the complainant about possible total loss.Customer Answer
Date: 07/12/2023
Complaint: 20258942
I am rejecting this response because:
Was not satisfied with business response, finally was treated with respect after having to complain, was asked if given a large sum of money if I'd take the complaint down, and I know I will never be taking my family or my own vehicle to a Gerber again.
Sincerely,
***************************Business Response
Date: 07/20/2023
We understand the General Manager ************ has reached out to the complainant a few times via phone, text and email and the complainant does not return calls, text or emails. The complainant did answer the phone and as soon as Gerber Collision & Glass was mentioned complainant hung up.Customer Answer
Date: 07/21/2023
Complaint: 20258942
I am rejecting this response because:I do not want to deal at all with this place and it's people. Not answering calls or texts because I am done dealing with them. Not my fault they already have a 1.5 on here, and obviously there's a good reason for that. Happy Friday
Sincerely,
***************************Initial Complaint
Date:06/23/2023
Type: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 had Gerber Collision do hail damage repair to my car and I received my car back with a ripped seat. I have been calling the corporate office for a week and getting a run around.Business Response
Date: 07/06/2023
Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and Regional ********************************* spoke with her on 6/23/23 and again on 6/27/2023 and were waiting for her to set the appointment to have the seat fixed at the shop she has chosen so we can proceed with the rental.Regional ********************************* again spoke with the complainant after this and advised her the seat cover has been ordered. It's going to take two to three weeks to arrive. Once the cover arrives and the work is completed everyone will settle up. The complainant has chosen the sublet vendor that will be fixing the seat and all concerns have been resolved.Initial Complaint
Date:06/23/2023
Type: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.
Gerber ********** ** was paid over $5K from insurance and $500 deductible to fix paint blown off by a new car wash in town. After missing areas and leaving drip ****s, we inspected the inside of the car. The windshield had been broken and replaced, but not before the overspray covered the dashboard, including the clear plastic temp control display. After round two of painting and detailing, the overspray remains. I did not trust them to replace the entire console after the two round of poor quality effort. There is a melt **** on the rear view mirror, the hood/lighting are not re-installed evenly, torn window trip, the rear bumper paint line shows mismatch, and the interior night light cover was broken-which we discovered at a local dealership.Sunday, June 04, 2023 Payment Sent (Expanded)Payment Sent table Amount$2,021.91 Paid ToGerber Collision and Glass ********** MethodElectronic funds transfer CoverageComprehensive Events for Monday, May 22, 2023 Payment Sent (Expanded)Amount$115.62 ********** Services Llc CoverageRental Reimbursement Events for Wednesday, May 17, 2023 Rental Vehicle Requested (Expanded)Supplemental Repair Estimate Received table Repair Cost$5,177.38 Your Deductible$500.00 Net Claim$4,677.38 Your deductible is the amount you pay to the repair shop.Events for Wednesday, April 19, 2023 Payment Sent (Expanded)Amount$2,655.47 Paid ToGerber Collision and Glass ********** CoverageComprehensive Events for Tuesday, April 11, 2023 Repair Estimate Received (Expanded)Repair Estimate Received table Repair Cost$3,155.47 Your Deductible$500.00 Net Claim$2,655.47 Your deductible is the amount you pay to the repair shop.Events for Tuesday, February 21, 2023 Vehicle Inspection Scheduled (Expanded)Vehicle Inspection Scheduled table WhenContact shop for details.WhereGerber Collision And Glass Bellingham2034 ***** St, **********, ** 98229-5822 ********-************ Claim Reported to USAA Events for Friday, January 06, 2023Business Response
Date: 06/30/2023
We understand the complainant dropped their vehicle off at the location 6/28/2023 to have their concerns addressed.
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