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:01/03/2023

  Type:Customer Service 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 involved in a minor traffic crash on 10/22/22. My truck was towed to Gerber Collision & Glass because they told me by phone that they could get it repaired within a couple weeks based on photos of the damages. It has been there since 10/25/22. I have received text message updates twice a week (for 6 weeks now) stating that the repairs were complete and my vehicle would be going to paint. I ran out of rental vehicle coverage from my insurance over a month ago and was able to borrow a vehicle from my family while mine was being repaired. I was promised by the manager at Gerber that my vehicle would be ready last Wednesday (12/21/22); it was not. He then promised me that it would be ************** 12/23/22 and he would come in on Saturday morning (Christmas Eve) so that he could give me my truck back. I told him that was not necessary and to go be with his family but I would be coming first thing in the morning on 12/27/22 to pick it up. I called this morning before going over there and they said it was still not ready and hoped to be done today but couldnt be sure. When I shared my frustration with someone named *****, he hung up the phone on me. I have gone through all levels of local management at Gerber and have seen zero progress. It is my opinion that this is a terrible business practice to continuously make promises that they have neither the intention or ability to fulfill. As a customer, I value honesty from a business above all else and Gerber Collision has failed in every way on this. My insurance company is aware of this and are also not able to make any progress with it. There are many other issues but I do not have enough characters left to list them all but am willing to share with someone over a phone call.

  Business Response

  Date: 01/13/2023

  We understand the General Manager ****************** has reached out to the complainant. We have been informed that the crossmember has been discontinued  and not part of the loss as well as the damaged bar was previously damaged even though it was in the damaged area.
  
  

  Customer Answer

  Date: 01/13/2023

   
  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. However, at the time of this email, the remainder of the work has not been completed. This is not due to anything more than availability of the parts that were ordered and awaiting for an appointment to come available to have my vehicle aligned. I have faith that Gerber Collision is doing all that they can to finish this job in a satisfactory manner. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/26/2022

  Type:Product 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.

  Had car repair with estimate at **** in November 2022, pick up car said total was 76oo.00 without letting me know..showed areas repaired that was not damage price Ballon said fixed dent that was not there

  Business Response

  Date: 01/06/2023

  We understand the General Manager ****************** and the upper manager ****************** have both reached out to the complainant. The complainant had an appointment to address the concerns on 1/4/2023 in which they were a no show.
  
  

• Initial Complaint

  Date:12/20/2022

  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 involved in a shooting while it was parked on Oct 17, 2022. My insurance company found this Collision shop that jacked up the estimate and did not fix my vehicle completely. The estimate went from ******** to ******** and my check engine light os still on. Dec 1,2022 I got my vehicle out the shop Dec 2,2022 I returned it because the check engine light came on. They did a scan that I have ,that has the correct date b the wrong mileage for my vehicle then proceeded to tell me I had catalytic converter issues that I know for a fact I did not have prior to going to that shop. On Oct 1, 2022 I went to the dealer that sold me my truck to have my truck serviced, the only issue was a spark plug. The dealer ordered the part an put it on a few days later once it came in. My truck is a *********** Intercepter that was maintained from 0 miles from ********** sherriff department until it was sold to me. An prior to that they just had the vehicle serviced in may an thats on my trucks car fax, thats why I purchased it. My brakes are grinding to the ground b they said they replaced them, They said they painted my vehicle but what did they have to paint. I have major issues with this jacked up estimate verses the work actually done on my vehicle.

  Business Response

  Date: 01/03/2023

  Gerber Collision & Glass is aware of the complainants' concerns with the repairs to their vehicle and market manager ****************** has attempted to reach them via email on 12/23/2022 to address any concerns and the complainant has failed to reply to our attempts. 

• Initial Complaint

  Date:12/19/2022

  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 had some repair did at Gerber H33**3833363835323634H and H3334313332363236**37H at ******************************************************** **********. I had them, guy named ****** was the one that took my car in or say he was the one that I was dealing with about 4 months of this year. I went back to talk to ****** in person about the way my car looked and I didn&#**;t like it, but I also talk to him about things and he said that the black thing that separate the tire and the truck was miss and I told him that is not true cause I just put a lawn mow in my car and if that black thing is missing like it is now everything would be at the bottom and support there.. And I also keep my dirty cloth&#**;s in the trunk of my car so I no that&#**;s a lie there some on took it about to fix the bump and the bump-I&#**;m not happy with they put a very thin black strip on the and the lady said that some man would call me after they get more money from the car insurance. Sorry that have nothing to do with me or the car, they got the check and more money from the insurance company so my car should of been fix right and I don&#**;t no what tire they took off but there is bolts missing of it. and no one has called me to fix it. Not happy at all about this car. Geico is the ins company that paid it. Never heard anything from them but I did go back in person 2 months ago. Still awaiting to here from them.

  Business Response

  Date: 12/30/2022

  We understand the General Manager ********** reached out to the complainant on 12/21/2022. The General Manager asked about the complaint and their concerns.  The complainant stated Gerber Collision & Glass stole their spare tire carrier and wanted Gerber Collision & Glass to reimburse them $200-$300 for it.  Gerber Collision & Glass asked the complainant if they could bring the vehicle to the shop so we could see what they were referring to and they said I can't do that, I sold the car.  When Gerber Collision & Glass looked at the photos, the spare tire was installed on the left front of the car when the complainant dropped it off.  Gerber Collision & Glass also has photos of the trunk that shows it was not there at drop off.  Gerber Collision & Glass also called Geico to see if they had heard anything from the complainant regarding the concerns. Gerber Collision & Glass is not responsible for the missing spare tire carrier and will not be reimbursing the complainant.
  
  

• Initial Complaint

  Date:12/07/2022

  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 got into a car accident and my car insurance forced me to use gerber collision and glass. Because I had no other options I brought my brand new 2022 Lexus Rx350 to Gerber for repairs. After all the repairs were done they told me that my Lexus car insignias were ordered and they would call me when they are ready. I have not received my car insignias and it has been almost a year. I have taken my car to Lexus and they have informed me that the insignia are missing and there are three rusted bolts that they recommend I change and there is deep rust on the driver side door that Gerber collision and glass repaired. I called Gerber and informed them of the issue, they assured me that the adjuster would call me back and I have not had a response or call back from Gerber about these issues and it has been almost a year since they guaranteed I would receive my car insignias.

  Business Response

  Date: 12/13/2022

  We understand the General Manager **************** reached out and spoke to the complainant today 12/13/2022. Gerber Collision & Glass will be picking up the complainants vehicle Thursday 12/15/2022 to complete vehicle.
  
  

• Initial Complaint

  Date:12/07/2022

  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.

  Go figure after going 4 times to get my car that wasn't right every time Now we have found they didn't fix the car right they half did the repairs (That cost $18,000) There are a number of things wrong with my car I mean they try to send me home with this tire one of the time and said it was fine They also said they replaced the front bumper but I prove that was a lie by photos that are time stamped They also tried to say that the steering wheel damage was not from the accident But I was hit on the driver side But they sure did end up fixing it But its been unacceptable how many times Ive had to make them fix things that shouldve been fixed to start with (Pictures post below which are timestamp and you can clearly see the same damage on the tire as when they tried to send me home with) To starting with the fact that it's struggling to drive like the little engine that could Also my windshield wipers fluid sprayer will not work My console lid latch is also broken I have to put my heat or air conditioning on full blast to get anything to come out of it They also didn't put all the tabs back in under the hood of the car The cover for the undercarriage of the car is missing a bolt and now coming off too I'm sure we're gonna find a lot more things wrong with the car before it's over with It doesn't seem like anyone at this place knows how to do their job. There seems to be a lot of stuff not done or half done. This is unacceptable and I will fight with everything I have for them to make this right! I just want my car fixed and safe I truly feel like they have taken advantage of me I told them that theres was still things wrong with the car they told me they would not fix anything else because they had already had to fix multiple things that they did not fix to start with including a scratch that they put on the car I was in a car I sent a no fault of my own but yet Im the one paying the price all the way around including my car not being fixed properly

  Business Response

  Date: 12/12/2022

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their ******************* manager ************** has attempted to contact her on 12/7/2022 and left 2 voicemails and sent an email as well and she has not returned our contact attempts. 

• Initial Complaint

  Date:12/06/2022

  Type:Product 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.

  Everything is listed on the picture I sent. So an hour job has taken me ***** hours and still isnt done

  Business Response

  Date: 12/19/2022

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their ******************* manager ************** spoke with him on 12/12/2022 and the vehicle was dropped off for warranty repairs and he was put in a rental car. The supplemental work was completed with Good Year on Tuesday 12/13 as they had to do an alignment after parts installation, the complainant picked up on Wednesday 12/14 and all concerns have been addressed. 

• Initial Complaint

  Date:12/03/2022

  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.

  They have taken 9 months to repair my car and it is still not finished. They continue to tell me that parts on back order but dont tell me when they supposedly receive the part. They wont give me the documentation I ask for about parts. They dont do what I ask them or that they say they are going to do. When they dont want to deal with me or dont want to reply to my messages they all claim to have a family emergency. Their employees make threats. They provide incorrect rental vehicles and dont reimburse for it. I have so many complaints and stories since this has been ongoing since march 25 2022.

  Business Response

  Date: 12/12/2022

  We understand ************ from upper management has reached out to the complainant on 12/5 with no response, sent an email as well as a text on 12/12 this morning with no response as of yet.
  
  

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18518942
  
  I am rejecting this response because: I replied twice his last text message on November 25th. I replied on November 28 and then again on December 2. Both of which he did not reply to until I submit my complaint with the BBB. He finally sent an email December 12 which I replied to same day. I have all text and emails from all employees showing similar treatment. Such as me asking if a part has arrived yet and **** finally messaging me with oh yes it has already replied. Thank you for letting me know about that since the part that isnt working is a safety warning collisions. These employees are absolutely terrible and have wasted my time over and over again. I have a text from **** saying an oil change would be $35 and it ended up  to be $75 or $85. I have a text saying they will keep my car for two days and they kept it for 5 or 6. My complaint remains the same. I want to be compensated for the time they have wasted and anguish they have caused. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/19/2022

  We understand the upper manager ************ emailed the complainant 12/14/2022 and the complainant has an appointment to work with the dealership going forward. Thank you
  
  

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18518942
  
  I am rejecting this response because: it is no response. It is an acknowledgement that I was correct in saying I always reply. They are the ones who do not. They are the ones that didnt think it was necessary to check the front collision warning sensor after an accident involving the front end. They are the ones who calibrated the sensor incorrectly. They should have been doing all that during the first 50 days they had my car instead of worrying about scamming the insurance company. Im the one who drove an unsafe car for 6+ months because of them. Im the one who took 4 hours out of my day to get this resolved elsewhere because the people of **** Gerber are incompetent. Which would explain why they brought my a ****** Frontier (truck) as a compatible vehicle to my ******* Elantra that gets 35 mpg. Not even mentioning the other time they gave an SUV. I said my price for resolving this issue and to stop leaving bad comments about Gerber on different platforms. Absolutely appalling all that I endured because of this company. Call me and I will tell you more. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint involves RO number ********** from Gerber Collision & Glass in ********, **. On Oct 4, 2022 I paid repair work on my ****** Forester. I realized that I was over charged by $38.16 and emailed ***********************. After several emails, on Oct 7 ***** acknowledged that Gerber had overcharged me and said that her coworker ************************* would process a refund. ***** explained that Gerber should have charged me $1,080.57, the amount from the insurance. I was charged and paid $1,118.73. On Oct 12, I emailed ***** to check on the status of the refund. ***** replied on Oct 17 saying she had not heard anything. On Oct 24, I emailed ***** asking for a status of the refund. On Oct 25, ***** replied stating that my refund had been submitted and that corporate was backed up on refunds right now. She also asked for my mailing address because corporate *** send the check directly to me. I asked why Gerber could not issue a credit card refund since the original bill was paid with a credit card. ***** replied on Oct 26 stating refunds go through corporate because they have to review and approve all refunds. On Nov 2, I emailed ***** again to check on the status of the refund. ***** never replied to the email. On Friday, Nov 4, I went to Gerber and spoke with the general manager ***************. He was aware of the refund situation and did not have an answer for me. He said he would call corporate first thing on Monday for an answer. He wrote down my phone number and said he would call me on Monday with an answer. He also mentioned that if he could not resolve the issue, he would pay me the $38 with his own money. He never called me back. On Nov 21, I returned to Gerber, spoke with ***** who quickly asked *** to speak with me. *** said he did not know what was going on and gave me his business card with the phone number for *******************, marketing manager, written on the back of the card. *** told me to call ****. I left a voicemail with **** on Nov 21. He has not returned my call.

  Business Response

  Date: 12/14/2022

  Gerber Collision & Glass is aware of the complainants concerns with the refund and general manager ******** attempted to reach her on 12/6/2022 via phone and email to advise her that the check was printed to the shop and would like her to come in and pick it up or provide an address so it can be mailed. The complainant did reply via email that she would like the check mailed and it was sent out on 12/12/2022 and all concerns have been addressed. 

• Initial Complaint

  Date:11/29/2022

  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.

  We have been in contact with the company for months for car repairs. After multiple written complaints we have still not reached a final resolution or been able to pick up the vehicle. Claim was filed 8/30. Spoke to shop as to if they had availability, was told the ****************** location could assist given the size of the vehicle and rep would forward the claim documents. Check was issued to us in name of the shop 9/13. Multiple calls to Gerber with no answer/update as to scheduling a tow appt. I submitted written complaint to Gerber 9/26 which prompted tow on 9/28. Allowed time for repairs. **** with Gerber advised on 10/18 truck was going to paint. 10/20 **** advised potential pick up 10/21. 11/1 **** advised she would call with update (No call received). 11/3 **** advised Chrome bumper in and headed for suspension/alignment/clean up. 11/4 **** advised tire rod on order. 11/9 **** advised looking for suspension parts. 11/14 I submitted additional complaint in writing which was escalated to ******* . 11/16 ******* advised of brake line/headlamp issue with potential pickup the 17th or the 18th. 11/21 ******* advised headlamp still not arrived. 11/22 ******* advised they had to call in mobile mechanic for headlamp issue. After no additional update I requested update 11/25 and was told my truck is still at Extreme Truck which is closed and potentially will resolve headlamp issue Monday. Long story short the customer service has been subpar. After dealing with this for going on 3 months I cannot understand the extensive delays and there is no appearance of end in sight. I expected this company to handle the repairs directly but it appears they sub contract out the work. In discussions with the shop there have been multiple admissions of fault for ordering/receiving the wrong parts. Majority of these delays could have been avoided by a proper inspection upon receipt of my vehicle to order all of the necessary parts in September. Please help.

  Business Response

  Date: 11/28/2022

  This complaint was sent to the wrong location. It should have been sent to *********************************************************************** email address for the location located at the address below.

  Gerber Collision and Glass

  7915 *************, ************, ** 32211

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

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

  Business Response

  Date: 12/09/2022

  We understand the Estimator ************ reached out via text to the complainant on 12/6/2022. Complainant stopped at the location on 12/6/2022 around 3:00/3:30 PM. **** also contacted complainant 12/8/2022 via text with an update.