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.

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• 

  Gerber Collision & Glass Headquarters

  400 W Grand Ave Elmhurst, IL 60126

• 

  Gerber Auto Collision & Glass

  3030 Satellite Blvd Duluth, GA 30096-5807

• 

  Gerber Collision & Glass

  319 22nd St S Birmingham, AL 35233-2208

• 

  Gerber Collision & Glass

  828 Highway 33 Pelham, AL 35124-1823

• 

  Gerber Collision & Glass

  802 Markeeta Spur Rd Moody, AL 35004-2924

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:03/29/2023

  Type:Order 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.

  BBB please accept this response as additional details to Complaint ID ********** alredy send and email to ******* from Gerber Collision and Glass, I need the refund that they promised because I need to take my vehicle to a specialized car wash because Gerber Collision and Glass left my vehicle without window cover.

  Business Response

  Date: 04/07/2023

  We understand the General Manager **************** has reached out to the complainant and they have been refunded and concerns have been resolved. Thank you
  
  

  Customer Answer

  Date: 04/10/2023

   
  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:03/25/2023

  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.

  Body work was performed on the car through warranty protection plan. Gerber broke parts on the car such as inside mirror switch, chrome strip on bumper; they didnt reassemble outside door mirror correctly, clips missing on inside door panel that was removed, and didnt reassemble inside door panel correctly; the paint repair is very blotchy, has visible buffer marks, uneven in the repair areas, and top coat is already peeling. Car was returned in a worser condition than what it was when given to Gerber to repair. I gave them an opportunity to correct and they didnt. Gerber to cover repair cost with another company.

  Business Response

  Date: 04/04/2023

  We understand that the General Manager ************** reached out to the complainant 3/31/2023 and the complainant stopped at the location today 4/4/2023 and is scheduled 4/10/2023 for warranty repairs.
  
  

• Initial Complaint

  Date:03/22/2023

  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.

  Recently had a collision repair completed at the ********** ** location of Gerber Collision. Part of the repair was to replace the tailgate light bar on my truck. within 1 month of the repair/replacement the light bar failed. I have contacted the site multiple times to try and get this resolved. I have phoned, emailed and stopped in person. Each time was given an excuse and told someone would get back to me. No one ever has. I just want the light replaced and back to the way it was after the repair.

  Business Response

  Date: 03/31/2023

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and market manager ************ spoke with him on 3/22/23 and advised him that we will have the A/M light bar sent back for warranty and replaced for him in **************. The complainant was happy with the resolution and all concerns have been resolved. 

• Initial Complaint

  Date:03/20/2023

  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.

  My vehicle was hit by an owi driver. I took vehicle to gerber collision located in **** ******* *************. In December 2023. As February arrived gerber collision could not repair car because failure to obtain parts,so I requested payment of insurance money be sent back to my insurance company /the general/.because I found a repair shop with the parts.Apparently they decided to steal insurance check and will not return money to my insurance company.It is now going on the end of March and money has not been returned.Multiple attempts to reach out to gerber collision with no success of getting money back for no work done. I repeat no work has been done.

  Business Response

  Date: 03/30/2023

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and market manager ************** attempted to reach him on 3/24/23 and left two voicemails and reached out via email that same day and the complainant has not returned our contact attempts.

  Customer Answer

  Date: 03/30/2023

   
  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:03/18/2023

  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.

  One of the worst, most anxiety inducing experiences in my life, and it's still going. In brief; car in the shop 2 months for repair of two side panels. Took 2 weeks to get claim adjuster and to order parts, so just sitting there doing nothing, okay. Then a whole month goes by with updates of, "we are in the middle of the repair,"....also okay. Then the last two weeks are just pure h*** - "we have not been able to repair one of the panels, it's backordered indefinitely"...why was it not ordered in the first place? Next week's update " we were able to get the panel fixed, but now the Rocker molding is on backorder, we only have 2 out of 6 parts". Why was this not ordered before? Next update...."we have the car in the detail shop". Great, that means we're close! The day it should be done....update, "we could not calibrate your car, the calibrator is not working". Are you kidding me!!! So first Audi is the devil but now your stupid calibrator is not working? I just want my car back after 2 months for a week's worth of work. Please help me.

  Business Response

  Date: 03/30/2023

  We understand the complainant took their vehicle back to the location and the codes were cleared and their vehicle was completed 3/20/2023.
  
  

• Initial Complaint

  Date:03/13/2023

  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.

  Dropped my car off and was told it was a 2-3 day repair (but as you know nothing is guaranteed) Drop off day 3/4/23 - today is 3/13/23 still no car and no hint of when the parts might get there.Constant lies about parts being on a truck in Columbia an hour and half away last Friday, only to find out they still aren't here in ********** yet the following Monday.No idea when it might be ready. The manager's smug answer is that I should have had a second backup SUV sitting in my driveway just incase my other car broke down. What a condescending answer to a customer , why don't I have a backup 25k SUV in my driveway, maybe because I do Uber/Lyft for a living.

  Business Response

  Date: 03/22/2023

  Gerber Collision & Glass is aware of the complainants concerns with the delays throughout the repair process and market manager ****************** spoke with him on 3/14/2023 and apologized for the delays and also informed him that we weren't able to waive his deductible and that the vehicle was ready for pick up. The complainant was very understanding and now has his vehicle back and all concerns have been addressed. 

  Customer Answer

  Date: 03/24/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/09/2023

  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.

  We first brought our 2020 **** Explorer to Gerber Collision & Glass- ********** ** location on 9-23-22 to get an estimate. Our vehicle was drivable, the front right bumper was damaged. Our first estimate was $878.26. I informed Gerber we have 4 children and need our vehicle as soon as possible due to not having rental insurance(our mistake). Gerber took our vehicle apart for us and then put it back together so we could drive it while parts were being ordered. Our second estimate jumped up to $9,759.66. We dropped off the vehicle the week of 10-17-22. We prompted most of the communication, Gerber was reluctant to communicate with us. Gerber stated that our vehicle was being sent to **** ********** and that our vehicle would be done the last week in November. When that didn't happen, we then received a text message stating that our vehicle would be done on 12-2-22. When we realized that wouldn't be the case, I spoke with *****(he never would tell me his title) from Gerber and he put the blame on **** Springdale. I voiced my concerns and he stated they collab with **** Springdale because his manager is friends with the manager at **** Springdale. He told me to reach out to **** Springdale because he couldn't get a hold of them. I spoke with **** Springdale and there was miscommunication with them and Gerber. **** had our vehicle for 3 weeks before even starting on it. There was discrepancy between the two with how long our vehicle had been at ****. In December, ***** told me that Gerber was trying to get **** to pay our upcoming rental fees since it was going to be longer than anticipated. He assured me that either **** would pay for some of it, or he would work on getting approval by Gerber to help us out. My husband and I continually reached out to Gerber to stay on top of things through the months of November- Feb. -2-10-23 the date we finally received our vehicle. Throughout those months ***** assured us that either **** would reimburse ** for our rental fees or Gerber would help out - which totaled $6800 over the 16 weeks. When our vehicle was ready, ***** told us we were unable to pick it up due to insurance not paying yet. We reached out to our insurance and Allstate stated they had paid Gerber back in November. This was just another example of Gerber's incompetence / negligence and disorganization. The day we picked up our vehicle, ***** back tracked and said all that Gerber would be able to offer is $500 off of our $1,000 deductible. Gerber quoted that our vehicle would be done in 5 weeks, when in reality it was 16 weeks. ***** would never transfer us to anyone higher than himself when we voiced concerns. We ended up reaching out to corporate and filing a complaint, but they never followed up with us or reached out. We have heard from a very reliable source who works closely with Gerber that the reason **** Springdale had our vehicle for so long is because Gerber wasn't paying them what was owed for their work. Was **** Springdale holding our vehicle hostage until they received payment? It felt as though, we were stuck in between a discrepancy between **** Springdale and Gerber. I have reached out to **** Springdale multiple times/left messages to get clarification , but never received a response. My discrepancies are:-Gerber's lack of communication with us and unwillingness to offer information -Non communication between Gerber and **** **********-Gerber then asking ** to contact **** ********** even though they chose to send the vehicle there(we didn't have a say in the choice)-Ensuring us they would reimburse us due to the situation -Going back on their word about helping pay for some of the rental fees and being dishonest -***** would not let me speak to anyone higher than him and wouldn't give any of their names -Corporate never following up with us

  Business Response

  Date: 04/03/2023

  Gerber Collision & Glass is aware of the complainants' concerns with the repairs to their ******************* manager ****************** attempted to reach him on 3/27/23 and left a voicemail and followed up again via email on 4/3/23 and the complainant has not responded to our contact attempts. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Hi, my name is ***************************** *************** to the email that I received from BBB case number is ******** . I wanted to follow up with you guys to let you know that we never received a phone call from Gerber collision or a voicemail. We did receive an email from them today April 3 and we responded right away to that email. My husband or I did not have a missed or a voicemail. Please let me know if I need to fill out anything else, I want this to be noted in our account. Thank you so much for your help.
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/30/2024

  As of today's date 10/29/2024 we understand that the complainant is seeking rental reimbursement and as of 4/7/2023 Chaston S. was working with her to see if the complainant would receive some of the rental reimbursement.
  
  --
  ***** *******
  Customer Care Team

• Initial Complaint

  Date:03/03/2023

  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.

  Gerbers supposedly repaired my vehicle. After picking up discovered the doors wouldn't lock. It took 2 days for them to fix it. Then while driving my vehicle I was almost in a accident due to horn on vehicle not working. I called facility no answer forwarded to main headquarters where I was assured that I would hear from someone. My contention with gerber is the vehicle was never inspected or the above problems wouldn't have happened. I paid out of my pocket ****** to have horn repaired which by the way shouldn't have left the facility in the first place. There slogan "We will make it right" borders on lying. I brought a copy of invoice to manager who said you never gave us an opportunity to make it right. Which if they checked there voicemail would have found my voicemail. I think I should get $****** back. There position is you didn't give us a opportunity. Which I explained earlier. This is called not honoring the saying we will make right. Actually should say doing everything possible to not stand up for slogan

  Business Response

  Date: 03/13/2023

  We understand the General Manager **************** reached out to the complainant and informed them of the reimbursement check they are awaiting for the complainant for the horn.
  
  

• Initial Complaint

  Date:03/01/2023

  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.

  Bought a car with damage and I was told to bring it to Gerber for an estimate in September of 22. Dealer would cover the repair cost. Appointment was scheduled in ********** 10/31. They rescheduled to 12/9. They rescheduled a 2nd time till 1/25/23. Both they say due to parts issues. I own a **** Taurus. One of the most popular vehicles, but anyways. I drop it off for a front and rear bumper and 4 rims. They begin to work on it supposedly. Pick up day on 2/10 comes around. The cars not done. They say they needed to resubmit the claim for more work. Then its pushed back to 2/17. I went in person. The adjuster said you bumper just arrived well get it done. Pick up date now 2/22. I go in person. Manager says. No that must not have been your bumper because it just came in today also. Pushed out to 2/28. I call 2/28 they say your car is done. All its getting is an alignment and should be done this afternoon. I tell them ok Ill pick it up in the morning. 3/1. What happens. Another excuse or lie. The person working on you car quit. Already returned nearly **** dollars in rental cars because everytime they say it done or near done its not. I had a perfectly running car with minor imperfections. Parts should have been there well in advance if that was the issue. My vehicle should have never sat there like this because this was a planned repair. I will be seeking reimbursement for the body shops delays.

  Business Response

  Date: 03/10/2023

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their ******************* manager **************** spoke with him on 3/3/2023 and the vehicle was picked up and he was advised that we would issue rental reimbursement for the delays throughout the repair process. The complainant again dropped their vehicle off at the repair facility on 3/7/2023 so we could go over and address his concerns and the general manager **************** again contacted him today 3/10/2023 and advised him that the vehicle was ready for pick up and all concerns have been resolved. 

• Initial Complaint

  Date:02/28/2023

  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 had an appointment for Feb. 2, 2023 to drop my car off to have my car repaired at GERBER COLLISION. After I transferred my belongings to the rental car I used the remote to lock my car and I seen the lights flash and the horn chirp ( BLOW ). When I picked my car up on Feb. 17, 2023 and parked it at home I BARELY heard my horn chirp ( BLOW ) when I locked the doors. I called " GERBER" to informed them about the problem with the horn.They informed me that since it was close to closing I could bring back in the morning. After they looked at my car for about 5 - 10 minutes I was told that they didn't have any reason to go under the hood. Well, they had the car for more than TWO (2) weeks they could have been listening to music and the battery went dead and they hit something ( maybe the horn ) while giving my car a jump start

  Business Response

  Date: 03/10/2023

  We understand both the General Manager ************** and the upper manager ************ spoke to the complainant. The management team ordered the new horn and it has been replaced. Complaint informed ************ concerns have been resolved and the complainant is happy.