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:02/28/2023
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.
1/8/2023 accident occurred.1/16/2023 went to Gerber to get an estimate done. No estimate was complete from them they did not look at the car. 2/6/2023: Took car for repair.2/14/2023 Car was returned. Immediately started having error messages that I didnt have before the repair. 2/17/2023 Car randomly shut off as I was pulling out into traffic almost causing an accident. Major error message: Auto stop/start feature unavailable. 2/20/2023 Took the car back to Gerber and told them of all the issues. ** ************** told me to take it to Jeep to get a $150 diagnostic to see if it was related to the accident, it was the only way the insurance would cover the cost of the repair or I had to pay out of pocket. They werent going to repair it. He reset the error message in the car. I took it to Jeep they said I would have to bring it in when the code happens. The car again randomly turned off as I was pulling out into traffic and the same Auto stop/start error message came up. I called Gerber that day the ** started getting rude on the phone.2/21/2023 took my car to Jeep to get advice and immediately took my car back to Gerber. Again ** was rude and wouldnt do anything. He told me I have to pay for the diagnostic at The jeep dealership and they would only repair it if it is related to the accident, not the repair they just did. I purchased a new battery to see if it would help resolve the issue. The issue is still ongoing.
Business Response
Date: 03/10/2023
We understand the General Manager ************** reached out to the complainant and has scheduled the complainant with the dealership on Monday 3/13/2023 to have the vehicle looked at.

Customer Answer
Date: 03/15/2023

Complaint: 19510952

I am rejecting this response because: The issue has not yet been resolved. ***** did reach out to me but my car has not been repaired as of yet and I have not received reimbursement for the battery that I purchased. I am in a holding pattern at the moment.

Sincerely,

*****************************
Business Response
Date: 03/22/2023
We understand the General Manager ************** reached out to the complainant and emailed them what was found wrong with the vehicle. ***** also emailed Allstate and is awaiting their approval to proceed.

Customer Answer
Date: 03/29/2023

Complaint: 19510952

I am rejecting this response because: I was told that I would get a reimbursement for the Aux battery. I have yet to receive the reimbursement and have not heard from ***** the general manager since the last time I was at his location following the diagnostics from Jeep.

Sincerely,

*****************************
Initial Complaint
Date:02/24/2023
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.
Gerber Collision and Glass located at *************************************************************. Performed a inspection to my vehicle engine that was hydrolocked. The "mechanic" identified as ******************* performed the inspection but doesn't look further and only take the oil pan and the spark plugs out to discard that my vehicle engine was damaged by water. ******************* identifies himself as an Estimator according to the information that this Gerber Collision and Glass location provides me, but according to Gerber Collision and Glass and according to Esurance ******************* is a Certified Mechanic but when I asked to the manager of this Gerber Collision and Glass location they refused to give me any proof of a certified mechanic or license.Additional to this, due to the poor inspection performed by ******************* my insurance rejected the repair because no water was found in the oil pan even when I specific tell to my insurance and to ******************* that the water go through the air-intake system and that they will found evidence in the upper section of the engine because probably the piston rod breaks during the compression due to liquid penetration into cylinder. Additional to this, ******************* declared that he only remove the oil pan and the spark plugs but in the invoice ******************* charge me $135 USD for a ****************** remove/install labor concept.Additional to this I request to this Gerber Collision and Glass multiple times that they send me or provide me the pictures and proofs that they obtain from the inspection but they never send me anything.Additional to this I saw that every vehicle exposed to weather and environment through windows or missing doors have a special film to protect the vehicle interior but my vehicle wasn't protected and everything in the interior was dirty because nobody cares about my vehicle protection in this location. So I'm requesting the evidence/pictures of the inspection and the refund of the $135 USD that this location charged me for ****************** remove/install labor concept or the proof that they do this labor and the certification of ******************* as a professional mechanic because Esurance and this Gerber Collision and Glass told me that ******************* was a certified mechanic from Gerber Collision and Glass.
Business Response
Date: 03/07/2023
Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and market manager ****************** spoke with him on 3/3/23 and agreed to submit additional photos to the insurance company to see if they would cover the additional damage. Market manager ****************** also spoke with the insurance company on 3/4/23 to confirm that they received the photos so they can complete their investigation and also emailed the complainant to advise him of the same and all concerns have been addressed.
Customer Answer
Date: 03/12/2023

Complaint: 19489888

I am rejecting this response because:

I need the evidence that Gerber Collision and Glass send this additional pictures to the insurance and if they receive any answer. Thank you.

Sincerely,

***************************
Business Response
Date: 03/20/2023
We understand ****************** reached out to the complainant as well as their insurance company sending the needed pictures.
Initial Complaint
Date:02/23/2023
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 have had nothing but problems with this Gerber location. They repaired my car and in my opinion and the opinion of ***************************** the repairs to my vehicle are incomplete. The paint does not match on my vehicle and there is still work needed to be done to my car such as a wheel alignment after I already had to take it back twice for them give me an alignment after several complaints. After getting my vehicle back the second time the alignment on my vehicle was still not done and it was determined that there was more damage to my vehicle then Gerber noticed. I am going to be getting a written statement of the repairs still needing to be done to my vehicle tomorrow. Bottom line the job they did was incomplete and it still needed additional repairs after they gave it back to me. To my knowledge theres no written documentation of my vehicle being two different colors when it went it for repairs and when it came out the didnt take the time to make sure the whole cars paint matched. I ended up having to get my insurance involved to try and get this taken care of I will have any documentation you need from me tomorrow and I will not get my estimate on repairs still needing to be done. Once I receive those I will be more then happy to pass those along to you.
Business Response
Date: 03/03/2023
We understand that upper management Nichalous G. has reached out to complainant via email 3/3/2023 in hopes of speaking to the complainant.

Customer Answer
Date: 03/03/2023

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:02/22/2023
Type:Sales and Advertising 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 left my car in this shop on January 4th and it was kept there for a month and a half. While my car was in the shop, it was broken into and a mountain bike was stolen. The shop never told me that the bike had been stolen. I called the police to file a report and the police said the shop had to file a report. It has been several days and they have told me repeatedly that they are waiting to hear from management about what to do about this. I am fairly certain that the theft was by someone who works in the shop, since there were no signs of break in yet pieces of the bike that had been in the cab of the truck had been stolen, as well as pieces of the bike in the camper shell. Someone would have needed the keys to enter the cab as well as access the bed of the truck, since both the bed and the cab had been locked. In addition to the repair taking a long time and the theft of my personal items, the quality of the repair is astoundingly poor. I was forced by my insurance to use this shop and overall I am deeply disappointed and financially impacted by this.
Business Response
Date: 03/08/2023
We understand ************ and ************ has reached out to the complainant and a police report has been filed for the stolen bike.

Customer Answer
Date: 03/08/2023

Complaint: 19437868

I am rejecting this response because:
The business failed to comment on the poor quality of the repair, where the bumper is improperly fastened to the body and has an inch of space between it and the frame.. The business is not able to answer why it was necessary for the back of my truck to be unlocked such that the bike was able to be stolen in the first place. The business is not able to answer when the theft took place. The business waited nearly a week to tell me that I was responsible for filing a police report, which is patently untrue. The business was responsible for filing a report and never did. The business was in violation of NAICS codes when it held my vehicle for 43 days, when the limit is ************************************** and outdoors. The bike was stolen because the vehicle was stored outdoors during the day with every possible door unlocked, including the bed of the truck. I never gave consent for them to unlock the back of the truck. The business told me after the fact that they knew that there was a hole in their fence, where they suspect the people who stole the bike were able to enter the property. The business admitted that they made no attempt to patch the hole, and instead have been "parking cars in front of it to block it off" They were negligent with my property and have made no attempt to rectify the situation, including file a claim with their garagekeepers insurance as is standard practice for situations like these.

Sincerely,

*********************
Business Response
Date: 10/29/2024
As of today's date 10/29/2024 we understand that the complainant has some concerns with the repairs as well as a stolen mountain bike and as of 3/13/2023 the market manager ******* *. and regional director ******* *. have made several attempts to reach her and have received no response.

--
***** *******
Initial Complaint
Date:02/09/2023
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.
My vehicle was repaired by Gerber collision from October till December 1. I got my vehicle back December 1 and December 2 I returned because my horn did not work. They took it apart said they fixed it I went on my way. Now here it is February 7 and my horn is still not working. I found out by almost getting into an accident. I went back to the shop this morning. They took it apart did whatever they did. And proceeded to tell me that they need to contact the insurance company again to have it replaced ,which Im not understanding because the insurance company already paid for brand new steering wheel. Which they did not replace, they never replace my steering wheel, I complained about this before but nobody listens to the consumer. I cant keep driving like this it very dangerous especially in the snow. I was told i had a warranty on the work that was done so why am I waiting on the insurance company again when they already got paid over ****
Business Response
Date: 02/16/2023
We understand upper manager ****************** has reached out to the complainant via email 2/14. Gerber Collision & Glass will be replacing the horn. We also understand the horn was ordered 2/14.
Initial Complaint
Date:02/01/2023
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.
I have reviews, contacted customer service, filed a complaint, I have requested investigations and my vehicle is still not repaired, correctly. Had to contact law service for advice. I am disgusted by the poor service this company has provided. Milking insurance companies and driving over ***** miles in my vehicle, refusing to fix my sound system their company broke, the list goes on. I want to be certain that no other disabled person experiences being taken advantage of like we were. I even had texts messages as well. I am requesting a investigation, again. Thank you for your time and consideration.
Business Response
Date: 02/10/2023
Gerber Collision & Glass is aware of the complainants concerns with the repairs to their ******************* Manager **************** spoke with him on 2/8/23 and discussed the mileage and he stated he was not seeking any compensation for the perceived mileage put on his vehicle. The complainant also stated that his vehicle was dirty when he picked it up and the general manager offered a rewash and he declined, he also offered to pay for a detail and he again declined. The general manager also discussed his radio and advised him that it was not damaged at the repair facility but would replace it out of good faith. The complainant also stated that there was a scratch on the left door which was reviewed by the general manager and the roughness he described was his factory paint that was cracked and deteriorated. The complainant was ok with the repair after an explanation and as of now he is still looking for a suitable replacement radio and all concerns have been addressed.
Customer Answer
Date: 02/10/2023

Complaint: 18957192

I am rejecting this response because: ***** didn't want us to report the fact that his employees were not professional and have criminal records. ****** is not reporting truthfully on this matter. Told him we would report the illegal mileage put on the ****** Corolla Sport, 4 door, front wheel drive, 4 cylinder, white, vehicle. Showed him evidence of a employee joy riding in our ONLY FAMILY VEHICLE. The mirror doesn't match the original one on the passenger side, the paint color is not the same, the vehicle STILL isn't up to legal standards, rain guards were not professional or the same as the original ones we had on our ****** Corolla Sport. Our vehicle is a 2007 and was in excellent shape because it's our ONLY FAMILY VEHICLE. ***** always tried to manipulate us with bribery, gas card for us to remove our complaint posted on multiple websites for COMPANY REPUTATION reviews. I refuse to remove such matters due to the fact that other clients need to be aware the way this company runs their business. I respectfully decline your statement and your manipulation.

Sincerely,

**** 7 *******************************
Business Response
Date: 02/20/2023
Gerber Collision & Glass is aware of the complainants concerns and market manager ********** spoke with him on 2/20/23 and he will be dropping the vehicle off on 2/27/23 to address these issues and all is resolved at this time.
Initial Complaint
Date:01/26/2023
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 husband and I took our ****** Highlander to Gerber for repair after we were in an accident. When we picked up the *** when it was repaired, we noticed there was a knocking noise coming from the bottom of the vehicle. We tried tried to contact Gerber through one email and at least three phone calls to make an appointment to correct whatever the issue was. Voicemails were left when we called. No one responded to the calls. When the trac light/abs alert light came on, we made an appointment with the ******************* Dealership to perform a diagnostic. The diagnostic revealed the left lower control arm and ball joint were loose. The technician determined that when the car was "repaired" at Gerber, the control arm and ball joint were not torqued. Had we not taken the vehicle to ******, we could have been in an accident, causing injury or something more serious.
Business Response
Date: 02/06/2023
Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and market manager ****************** spoke with him on 1/27/2023 and advised him that we will be reimbursing him for the cost incurred at the ****** dealership.This expense includes torquing the lower control arm bolts to factory specification and performing another front end alignment, we have also discussed the communication issues with our team and all concerns have been addressed at this time.
Customer Answer
Date: 02/09/2023

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:01/26/2023
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.
Auto collision repair, (since 6/22)!Been lied too and ignored at EVERY tern! With EVERY (contradictory!) Lie that I've been told!
Business Response
Date: 02/02/2023
We understand the complainant was contacted by ****************** on 1/31/2023 and the complainant is scheduled to go back to the location to finish the repairs on 2/6/23. We understand the hood was on backorder and is now at the shop.

Customer Answer
Date: 02/15/2023

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.
The NEWLY INSTALLED MANAGEMENT, seem to be doing a MUCH BETTER job.
They, have corrected the problem and finished the repair! They kept us informed about the progress as too the repair schedule. And their work appears to be "Top Notch".

Sincerely,

*********************************
Initial Complaint
Date:01/25/2023
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.
My vehicle was repaired at the Gerber Collision located at *******************************************, and picked up on January 12, 2023, RO #******. Gerber had committed the following promises to me: (1) my vehicle would be repaired in accordance with a repair estimate provided to them, (2) they would communicate continuous updates on the status of my repair, (3) they would do pre and post diagnostic scanning of my vehicle, and (4) return my vehicle in a safe, operable condition. My repair costs totaled $6,551.96. Unfortunately, I had a friend pick up my vehicle upon the completion of my repair and Gerber released my car with a safety defect. The hood ajar sensor was on. This sensor was not on when my vehicle was dropped off for repair, and my hood was removed and reassembled during the repair process. Gerber claimed they tried 3 times to get the sensor off, but had no success. Gerber told my friend not to worry about it, it was faulty before my car was dropped off, and was my problem to handle. More importantly, I was never informed of this defect when Gerber called me to let me know that my vehicle repair was complete. I had told Gerber I was sending a friend to pick up my vehicle, yet Gerber never divulged the safety defect to me directly via telephone, email or text. More importantly, Gerber turned a blind eye and released an unsafe vehicle to a consumer. Further, I was originally given an estimate that my repair would take about two weeks for completion. My insurance covered a rental vehicle for 30 days. Gerber informed me that they had a staffing shortage, and therefore, my repair took 36 days. Gerber promised to cover the additional rental car expense for the 6 days not covered by my insurance. However, again Gerber did not follow through with their promises. Gerber did not cover the added expense when my vehicle was picked up. Mistakes happen, but Gerber refused to admit their errors and take responsibility for their actions, forcing me to take additional action.
Business Response
Date: 02/24/2023
We understand the upper manager ********** has reached out to the complainant on 2/20/2023 and confirmed complainants' issues have been resolved. The hood latch was replaced and the rental has been covered. Thank you
Initial Complaint
Date:01/11/2023
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 was in a car accident on October 2nd, it was drivable, and some damage to the passenger side, I took my Jeep to Gerber Collision the same week. It is now January 11th, and they still do NOT have my Jeep fixed. The manager, *****, continues to tell me for months now, he is waiting for a fuel line part. They didnt even finish painting my Jeep, until this past week, the first week in January, and only because I have, for the past months, called and pressured them repeatedly to please fix and return my Jeep. The manager now, wont even return my calls. They have had my Jeep going on 5 months. They promised me, because Im constantly asking them, the week before Thanksgiving, that I would have my Jeep in 3 weeks, before Christmas. Every single time I call they give me a date for the part to come in, and it never does, they make an excuse, and then push the date back. FOR ALMOST 5 MONTHS! The latest was, ***** assured me the part was coming in January 9th he called and checked, and yes, January 9th it would be in, I would have my Jeep January 11th, today. I called yesterday to make sure the part came in, they told me they were sorry but now it would be January 25th. I am a single father, own two small businesses, only have 1 vehicle, my Jeep, which *** told them. I have spent now, $5,000 on rental cars, money I dont have for almost 5 months of rental cars. Everyone tells me to tow my Jeep out of their shop, hire a lawyer, but that wont get me my Jeep any sooner. I believe they have let my Jeep sit for 3 months doing absolutely nothing to it. When I call ***** he continues to give me excuses that are lies, I cant paint your Jeep, both *********** have the flu. Or The part takes months to get in now. Im done. Im out of money for rental cars, my insurance company isnt helping me at all, I still dont have my Jeep, I have no idea when it will end.What has happened to me is a travesty, I never want it to happen to anyone else. Thank you,****************************
Business Response
Date: 01/25/2023
Gerber Collision & Glass is aware of the complainants concerns with the delays throughout the repair process and general manager ************** spoke with him on 1/17 and informed him that we need a fuel or the clip off the fuel line and gave him a timeline by the end of the week that vehicle should be ready to go. The complainant was again contacted on 1/20 and advised that his vehicle was ready for pickup, the vehicle was delivered back to the customer and all concerns have been addressed.
Customer Answer
Date: 01/25/2023

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.

Sincerely,

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

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