Business Profile

Auto Body Repair and Painting

Gerber Collision & Glass Headquarters

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Complaints

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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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:06/22/2023
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.
3 times they did not deliver their promises to fix my car. June 9 June 16 June 22 and now they promised again on the 30th. It cost me money about $300 for car rentals on top of my deductibles.
Business Response
Date: 06/29/2023
We understand that ************** reached out to the complainant via text on 6/28 advising their vehicle was completed. Complainant advised they would pick up their vehicle 6/29. We also understand upper management ************ reached out to complainant on 6/22. Thank you
Initial Complaint
Date:06/07/2023
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.
Let me tell about this place (****** location) straight to the point DO NOT GO THERE!!! My car was towed on 4/22 yes it was a Saturday so understandably I did not hear anything until the following week from my insurance adjustor. No communication from Gerber AT ALL until I had to call them every week to get an update. I heard more from the place I rented my car from. Well week after week same story different excuse telling me what I wanted to hear or they would update me weekly Nope not at all. Asked to speak to the manager *** and she was no help at all either. I met my *** on my rental with my insurance and paid over $700.00 out of pocket. To be refunded by Gerber would be the reasonable thing to happen since they did nothing but lie to me. You think they would help cover the rental or at least some of it ? Again, nope did not offer any kind of concern what so ever. 8 weeks later I have my car back but they left all the parts from the accident in my trunk. Unprofessional, rude, and lack of communication. Save your self a trip and go elsewhere. The only nice people at this location are the receptionist and ****.
Business Response
Date: 06/16/2023
We understand the General Manager ******** has reached out to the complainant regarding their concerns as well as the refun for rental. Complainant is going to send over the bill for their rental charges but at this time they have not been received. Thank you

Customer Answer
Date: 06/16/2023

Complaint: 20155303

I am rejecting this response because: ******** the general manager reached out to me on Monday 6/12/23 and was still very hesitant about reimbursing for the rental out of pocket. After explaining my situation again she asked me to send her the receipt over to her and she would forward it to Corporate and see what she could do. I emailed it over as soon as I got off the phone with her. I have not received any follow up from her what so ever. The ** from the corporate office reached out to my husband asking for a brief summary of what happened. I am pretty sure this is the only reason ******** called me. We were giving it to the end of the week and if we did not hear anything my husband will be contacting the ** again.

Sincerely,

***********************
Customer Answer
Date: 06/16/2023

Complaint: 20155303

I am rejecting this response because: ******** the general manager reached out to me on Monday 6/12/23 and was still very hesitant about reimbursing for the rental out of pocket. After explaining my situation again she asked me to send her the receipt over to her and she would forward it to Corporate and see what she could do. I emailed it over as soon as I got off the phone with her. I have not received any follow up from her what so ever. The ** from the corporate office reached out to my husband asking for a brief summary of what happened. I am pretty sure this is the only reason ******** called me. We were giving it to the end of the week and if we did not hear anything my husband will be contacting the ** again.

Sincerely,

***********************
Business Response
Date: 06/23/2023
We understand the General Manager ******************** spoke to complainant 6/23/2023 regarding the rental reimbursement and let the complainant know reimbursement has not been approved as this was out of the control of Gerber Collision & Glass.

Customer Answer
Date: 06/30/2023

Complaint: 20155303

I am rejecting this response because:
******** only spoke with me because I had to call her. Again, lack of communication from her. ************************* reached out to my husband and I and was very apologetic and very helpful. **** another manager reached out to me and we agreed on reimbursing half of what I paid out of pocket. I will close this case once the check is received.
Sincerely,

***********************
Initial Complaint
Date:05/24/2023
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.
Dropped my car off March 27,2023 and I am still Car less. Told the manager **** i didnt have a rental car and he asked if I had rental coverage on my insurance. Why???? Thats none of his concern. These people have lied about the process of my car . Location ********************************************************************************. I dont get updates like the paperwork states that I would every Tuesday and Thursday. At this point, I need my car back. I was told the wrong bumper came in and it would be in the week of May 9th from **** and I still havent gotten my car back. I was told they were short staffed, none of my concern. I am a paying customer and need the job completed in a timely manner like it states on the Gerber website and ******** page. **************** is bad, its at the point that I catch a ride up to the Gerber business and get an update and they still lie to my face.
Business Response
Date: 06/06/2023
Gerber Collision & Glass is aware of the complainants concerns with the delays throughout the repair process and general manager ************ spoke with her on 5/30/2023 to advise her that the parts arrived and that we were working to get the vehicle completed. General Manager ************ contacted the complainant again on 6/2/2023 to let her know that the vehicle was completed and were advised that she was out of town and will pick up on 6/6/2023. Gerber Collision & Glass has completed the vehicle repairs and all concerns have been resolved at this time.
Customer Answer
Date: 06/07/2023

Complaint: 20098378

I am rejecting this response because: Picked up my car on 6/6/2023 and my car is NOT completed. Gerber was suppose to replace the broken Air Guide and it never got changed. My insurance company has already paid for the Air Guide part and labor. **** goes and does some research to find the new Air Guide parts, and then comes out to tell me he cant find that parts in the building. They have record of ordering the part and it vanished. Now I have bring my car back so that Gerber can replace the Air Guide which should have been done before they put on the brand new grill. **** gave me $100 off my bill which isnt enough for all the troubles I went through with Gerber. I am so frustrated with this whole process. At this point I would like my $1,000 deductible back!! So dissatisfied!!!!

Sincerely,

*****************************
Business Response
Date: 06/14/2023
Gerber Collision & Glass is aware of the complainants concerns with the repairs to their ******************* manager ************ contacted her on 6/8/2023 to let her know that the parts had arrived. General Manager ************ again spoke with the complainant on 6/13/2023 when she arrived at the shop to have the new part installed. All concerns have been addressed and the complainant was refunded $400 for her deductible.
Customer Answer
Date: 06/14/2023

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. Thanks **** for all your help!!!!!

Sincerely,

*****************************
Initial Complaint
Date:04/26/2023
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.
Poor customer service does not honor warranty service. Poor workmanship My paint started to bubble after one year went back to get repaired and received nothing but a big run
Business Response
Date: 05/05/2023
Gerber Collision & Glass is aware of the complainants' concerns with the repairs to their vehicle and market manager ************** attempted to reach him on 4/26/2023 and left a voicemail. Market Manager ************** also sent an email to the complainant and reached out to his insurance company to discuss this matter and he has not returned our contact attempts.
Customer Answer
Date: 05/06/2023

Complaint: 19983809

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 05/06/2023
was not able to come to an agreement with ***** from Gerber wanted me to pay more money
I would like a partial refund
Business Response
Date: 05/24/2023
Gerber Collision & Glass is aware of the complainants' concerns with the repairs to their vehicle and market manager ************** attempted to reach him on 5/18/2023 and left a voicemail. Market Manager ************** again attempted to reach the complainant on 5/23/2023 via email and he has not responded to our contact attempts at this time.
Customer Answer
Date: 05/25/2023

Complaint: 19983809

I am rejecting this response because: at this time, I wish to do no more business with Gerber. they had their chance to make it right the first time we meant. if they want to reimburse me for the repairs from another company

Sincerely,

***********************
Business Response
Date: 10/30/2024
As of today's date 10/29/2024 we understand that the complainant is seeking a refund however he has not returned the market manager ***** *. 's several contact attempts that were made on 5/25/2023.

--
***** *******
Customer Care Team
Customer Answer
Date: 10/31/2024

Complaint: 19983809

I am rejecting this response because:

Sincerely,

****** *****
Initial Complaint
Date:04/19/2023
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.
Early 2022, we had our 2017 Jeep Patriot repaired at Gerber in *******, **. The original estimate to have work completed when that date came, we found out they have never even started the car. The office refused to communicate with ** or give ** a date when they can start. We were moving out of ************** and had a dead line. The manager in office kept on telling ** lies to point I had to go in and talk to the manager in person. Fast forward to 2023, we started seeing paint bubbling and took it into a Gerber for Warranty work. That car has been in shop for 2 months now. They have been amazing and have kept up communication. Since the warranty work took a extremely long time I asked for a rental car. The ******* Market manager did not feel he should have to give ** a rental car. He kept wanting to call market manager in ************** to try to figure out who can pay for it.. Than the communication stopped from buffalo office. The original repair took just over 30 days.. Warranty work going on 2 months. This has turned into a financial burden for my family. A customer should not be caught up between two market managers arguing who should pay for what. I'm requesting a refund for all the Diesel fuel and oil change for my truck due to cost differential between driving daily Jeep Patriot to f250 Super duty.
Business Response
Date: 04/28/2023
We understand the General Manager ************ and upper management ****************** of the Columbia/Atlas location have reached out to the complainant on 4/25/2023 and 4/28/2023 and the location let the complainant know their vehicle should be ready today by the end of the business day.

Customer Answer
Date: 04/28/2023

Complaint: 19954725

I am rejecting this response because: no one ever called me and does not handle full complaint. Please call me asap stop with incorrect information

Sincerely,

*********************************
Business Response
Date: 05/04/2023
We understand the Regional ********************************* has reached out to the complainant on 5/2/2023 and also notified complainant about the $600 refund to cover the 2 month vehicle usage. Thank you

Customer Answer
Date: 06/02/2023

Complaint: 19954725

I am rejecting this response because: This claim was closed out and gerber was supposed to send 600$ and never did .. I have reached out multiple times with no luck . Im asking to reopen this claim due to fact they closed it out saying they were going to send 600$ and never did its been a month .

Sincerely,

*********************************
Business Response
Date: 06/09/2023
We understand the complainant has been contacted by ************ regarding their reimbursement check and complainant was going to the location to pick up the check sometime 6/8/2023 or 6/9/2023. Thank you
Initial Complaint
Date:04/18/2023
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 am about 1 month pregnant. Out of respect I advised my general manager to give her a head up on what were my plans in the future. She did mention that I was to adviser her higher up and I did let her know in due time I was to advise her higher up. I took 2 days off of work due to complication. The following day I received a notification advising that my job title was looking for new staff for my position. I am barely 2 weeks pregnant at that time. I have very straight forward with my manager and have gave her a response appropriately when ever she had any concerns about me going to work. I had to resign from this company due to knowing they "did not want me working at there company". I hope for the better and will be seeking legal action due to also HR not assisting or no one at the head quarters being able to reach out to me during this time.
Business Response
Date: 04/19/2023
*************** reached out directly to ******************** to discuss her concerns upon receiving this complaint. There was no prior record of ******************** contacting HR to discuss her concerns. ******************** resigned after refusing to provide requested documentation regarding her request for unpaid medical leave.
Initial Complaint
Date:04/12/2023
Type:Customer Service 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 was in an accident Aug 17, 2023 and gerber took on the repair. They misquoted dates and damage, which made me pay out of pocket for rental car and did not **mplete the repair. When I called to request how to get it repaired, they said they required the tires that have been blowing out (4x in 5mo), and when I explained the old ones arent possible to bring in, the ** basically said I have no reason to **mplete my repair.
Business Response
Date: 04/24/2023
Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and market manager ****************** spoke with her on 4/19/2023 and was advised that she would be pursuing the issues with ***** and would be removing the BBB Complaint. Market Manager ****************** also spoke with ***** on 4/21/2023 and was advised that they would be authorizing the dealer to diagnose why the front tire blew out and if it is related to the accident and the complainant has been setup with an appointment on 4/25/2023 and all concerns have been resolved.
Initial Complaint
Date:04/10/2023
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.
RECEIVED AN ESTIMATE 9/22 FROM GERBER FOR REPAIRS TO MY CAR. SOONEST APPOINTMENT WAS 1/9/23 BROUGHT CAR IN ON 1/9/23.CAR WAS IN THE **** UNTIL 1/25, 17DAYS.I UNDERSTAND SUPPLY CLAIN ISSUES BACK THAN. PICKED UP CAR ON 1/24/23 AND THE REPAIR WAS INCOMPLETE. **** THE MANAGER-ESTIMATOR HAD LEFT OF THE ***** DAMAGE. HE PUT IN TO ALLSTATE FOR A SUPLMENT CLAIM. I FOLLOWED UP WITH HIM AND HE SAID IT WAS APPROVED, BRING CAR IN ON 2/28/23. I DID. I GOT TEXT MESSAGED EVERY DAY TELLING ME CAR WAS PROGRESSING AND THE PICK UP DATE WAS 3/10. I CALLED AND **** TOLD ME PARTS HAD NOT EVEN BEEN ORDERED YET NOR DID THEY HAVE ANY MONEY FROM ALLSTATE, NO APPROVAL AND THEY WERE NOT GOING TO PROCEED BECAUSE REPAIR WAS HIGHER THAN **** HAD ESTIMATED. GERBER POLICY WAS TO NOT MOVE FORWARD. I COULD SEE CHECKS HAD BEEN ISSUED TO GERBER ON MY ALLSTATE WEBSITE. 3/20 I WAS STILL TOLD NO PARTS HAVE BEEN ORDERED. THE **** OF 3/20 - 24 I SOMEHOW GOT TO A PERSON WHO WORKS FROM HOME FOR GERBER IN CALIFORNA AND HE GOT IN TOUCH WITH ************************* THE **** MANAGER FOR AZ - GERBER. ON 3/27/23 ******* CALLED ME TO SAY MY CAR WOULD BE READLY ON 3/30/23. TOTAL DAYS IN THE ******* FOR WHAT YOU CAN LOOK AT THE SLIDES WAS A SIMPLE REPAIR. WHEN ******* GOT INVOLVED SUDDENLY THE PARTS, MONEY, ALLSTATE ADJUSTER AND LESS THAN 1 **** TO REPAIR JUST HAPPENED. ALL THE **** MY FAMLY WAS MAKING DO WITH 1 CAR. I FEEL THE ISSUES WERE NOT AS PRESENTED AND THAT THE REAL ISSUE WAS THE LOCATION WAS SAILING RUDDERLESS WITH NO REAL MANAGER/ESTIMATOR SINCE **** WAS 'NO LONGER' EMPLOYED WITH GERBER AND THAT THE **** WAS WAY IN OVER THEIR HEADS. ******* THE **** MANAGER FOR GERBER DID INDICATE THAT THE LOCATION WAS A PROBLEM FOR HIM RIGHT NOW. THE PERSON BROUGHT IN TO PICK UP THE PIECES ' ****' WAS LIKE A DOCTOR WITH BAD BEDSIDE MANNER AND SAID TO ME, AMONG OTHER OUTRAGOUS COMMENTS THAT WHAT HAPPENED WITH **** BEFORE HE GOT THERE WAS NOT HIS PROBLEM. I GUESS IT WASN'T, IT WAS MINE! I LOOK FORWARD TO A POSITIVE RESPONSE FROM GERBER MANAGEMENT. I AM EXPECTING A FULL REFUND OF MY DEDUCTABLE PAID TO GERBER OF $1000.I NEVER SHOULD HAVE BEEN PUT THROUGH THIS AND BEEN WITHOUT MY CAR FOR SO LONG.
Business Response
Date: 04/20/2023
We understand the Market Manager ****************** has reached out to the complainant and their concerns have been resolved and the complainant will be withdrawing their complaint. Thank you

Customer Answer
Date: 04/20/2023

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:04/06/2023
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 brought my car to Gerber for repair after an accident and because my insurance company guaranteed their work. While I know this is a difficult time, with supply chain and employee availability issues, this repair took twice as long as was promised. When I originally brought it in to start the repair, they told me all the parts were in, but it would still be about a month because of extensive damage. Then two weeks later they told me a door was stamped wrong and it needed replacing - something they probably should have noticed when they received it. Then two weeks or so after that, there was a bracket that they needed to complete the job, and they were having trouble obtaining it. My insurance company would only pay for about one month on the rental vehicle, so I would be on the hook for the rest, which is very costly. However, Gerber did end up paying for the last few weeks of rental, which was very nice of them. After finally getting my vehicle back I noticed some gouges and scratches on a panel above the back bumper, which they had replaced. Also, I later noticed that the right lower rear panel was not fitted tightly like the rest of the car and would actually move if you pressed on it. I brought both of these items to their attention and was told they would address them. I brought it in and the original technician would not even come out to talk to me, instead, the front receptionist brought the car in to the shop. Not too long afterwards she told me it was finished - which surprised me, and walked out with me to the car. The touch-*** were ok, but the panel was exactly like it was when I brought it in. She said they tightened it, but it still moved when pressing on it. I asked her if this was as good as they could get it, and she said yeah. I don't believe they did anything to it, and the original technician was just - too busy- to come out and talk to me. They guarantee their work and the customers satisfaction, and I am not happy with this.
Initial Complaint
Date:04/01/2023
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.
On march 9 my 2019 **** fiesta was sent to Gerber collision and glass after my car hit a deer. I was told it be ready march 31. Unfortunately I was told due to a part not being ready they cant get car fixed and so I have to pay out of pocket for rental. Moreover me and my adjuster ************************* talked with ***** the manager and ***** was super rude and condescending. We reported him. Shortly after ***** threatened to take my car all apart and sell for scrap. I went to see what he did. The ladies threatened to attack me and told me to get out. ****** girlfireind who works there even threatened to have sugar put in gas tank.

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Gerber Collision & Glass Headquarters is NOT a BBB Accredited Business.