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 Collision & Glass

  5415 S Decatur Blvd Las Vegas, NV 89118-2238

• 

  Gerber Collision & Glass

  5947 Boulder Hwy Las Vegas, NV 89122-7403

• 

  Gerber Collision & Glass

  3009 E Post Rd Las Vegas, NV 89120-2746

• 

  Gerber Collision & Glass

  1746 Airport Blvd Cayce, SC 29033-1806

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:11/28/2022

  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.

  they did body work on my truck and now the tires rub the fenderwells, due to them not putting something back correct on factory lift. a/c is not working after they removed and reinstalled a/c condenser. they removed the front fender and now the window washer isnt working. they supposedly replaced the steering axle and there is significant play in the steering wheel. there is a squeaking sound coming from the front shock now. the bill was over ****** and the truck is not right. and when i went and picked the truck up the check engine light is on. i have had code checked and they had left my truck outside in the rain with no hood on it for months, the truck was taken there at the end of april and i didnt get the truck back till the end of october. as soon as i picked it up i had to take back due to a/c not working and the steering and the wheels rubbing. they do not want to do anything about the issues im having. i need help resolving this issue. please help. i called them today bc after i took truck back a couple weeks ago bc of the a/c they said they fixed it and i called today and they said its not anything they did, but the a/c, the window washer motor, and the wheels did not rub until they worked on the truck and the steering didnt have a half a turn of play in it either.

  Business Response

  Date: 12/08/2022

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their ******************* manager ****************** spoke with her on 12/5/2022 and the car has been dropped off at the repair facility for warranty repairs. Gerber Collision again reached out to the complainant via email on 12/6/2022 and advised her that the condenser, radiator support nut and washer were ordered and that we have also reached out to the insurance company regarding the suspension issue as well as the dealer about the check engine light code and will contact her again once the parts have been installed. 

  Customer Answer

  Date: 12/08/2022

   
  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:11/16/2022

  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 rear ended while stopped in traffic. I went to gerber collision because ******************** said they were a company they worked with and it would be an easier process if I used basically an in network business. I was not a State Farm client for auto insurance, the person who hit my vehicle was insured by State Farm. I told state game and gerber that the hood wont close now because of accident. Gerber did not fix hood latch and never looked for any additional damage other than a walk around of vehicle. Gerber did say that I needed a new hood latch when they were done with the repairs. Now I have an appointment with a mechanic I trust to check over my vehicle for safety and to get a mechanics perspective on why the hood latch broke during accident. This is all at my expense.

• Initial Complaint

  Date:11/15/2022

  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 a accident on my 2019 kia ******* last November. It has been at this Gerber collision and glass shop since. The staff never answers the phone and the manager ****** is never available. When I spoke to my insurance they are also having trouble reaching the store. When I finally got a hold of ****** 3 weeks ago he tells me that all the parts had been in a week prior. It has been a year since they have my car and a "month" since they have all the parts but they refuse to give out information and withhold any details regarding my vehicle. I am at the shop and it's been a hour since ****** saw us but hasn't spoken to us. There's no way my car needed to be here a year. I am still making payments for this car uncluding paying for the insurance on it and I haven't had it for the year that it's been here. This is unacceptable and they won't acknowledge it. I need you to help me with this situation.

  Business Response

  Date: 11/29/2022

  Gerber Collision & Glass is aware of the complaints concerns with the delays throughout the repair process and advised her after disassembly that the front bumper reinforcement was needed and the part was not available and on backorder status from the **** no aftermarket option at the time as well and no availability recycled. The parts arrived on 10/14/22 and the complainant was made aware that repairs would now be moving forward. The repair plan was updated and the complainant was informed that the vehicle would be completed by the end of November. Gerber Collision & Glass general manager **************** again contacted the complainant on 11/29/22 and advised her that the vehicle was reassembled last week however there was an issue with the ** system that arose during the evacuation and recharging process, a new compressor was ordered and expected to arrive late today or tomorrow afternoon and would call her again to confirm once the ** system is operational. 

• Initial Complaint

  Date:11/11/2022

  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.

  Our vehicle was taken to Gerber Collision & Glass due to an accident which occurred on 09/2021. It was a no-fault accident and our insurance company (USAA) advised we were responsible for the deductible, which we paid in 09/2021 when we picked up the vehicle. We were then informed by USAA on March of this year that they waived the $500.00 deductible and sent Gerber a check in that amount, and that Gerber would be responsible to reimburse us. We have been trying to get the $500.00 back from Gerber Collision & Glass since March. Even USAA got involved with no success. We have reached out to them numerous times and we always get the same response, "They have been working on a new system to please be patient." 6 months have gone by and we are still getting the same response. We greatly need your assistance in getting our refund of the $500.00.

  Business Response

  Date: 11/23/2022

  We understand the location reached out to the complainant on 11/21 in the morning advising of their refund check. The complainant picked up their refund on 11/21. No further action is needed on our end. Thank you

  Customer Answer

  Date: 11/25/2022

   
  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:11/09/2022

  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.

  On November 1, 2021 I bought a ****** Prius 2014 from Carvana. During the purchasing process the deliverer of the car noticed different dings and scratches and dents on the car. He noted these imperfections in written statement and provided it to Carvana to be fixed and fully covered via their insurance, Silverrock. My car was taken to Gerber Collision in Temperance, ******** a week later to create an estimate on repair costs and approximate date to be repaired. The scheduled date of repair was January 12, 2022. A couple of days before the car was scheduled for repair, January 7th, Gerber Collision called me stating not to bring in the car because they couldnt fix it for the next couple of months (March). Due to a work/ training I took the car out of state to *******, ***** for two months. ****** at Gerber Collision stated she would transfer all of the work and repairs needed to a local Gerber Collision in *******, *****. She never did that nor did I receive any communication from the Gerber Collision in *******, ***** or Temperance, ********. I called Carvana in April 2022 to figure out what happened in regards to the repairs on my car and was told the claim for my car had been closed January 4th, 2022 of the scheduled appointment by Gerber collision. After a week and a half of constantly calling Carvana, silver rock, and Gerber collision I was told that my claim had been re-opened and to schedule an appointment with Gerber collision next available date August 24 2022. I called Gerber collision to confirm that SilverRock covered all of the repairs necessary and ****** stated everything was covered. I took the car to the repair shop August 24th, 2022 had to ask several times for them to redo repairs as nothing was completed properly or satisfactory. Several days later after picking the car up in September 2022 Gerber Collision stated the claim had never been reopened and I owe $992.78. I need immediate action taken against Carvana, Silverock, and Gerber collision.

  Business Response

  Date: 11/18/2022

  Gerber Collision & Glass is aware of the complainants' concerns with the insurance claim and the balance owed and general manager ************ attempted to reach her on 11/11/22 and again on 11/14/22 and had to leave a message, an email was also sent and the complainant has not returned our contact attempts at this time. 

• Initial Complaint

  Date:10/26/2022

  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.

  On 9/08/2022 I took my car for an insurance claim due to a bumper dent to Gerber 1) Gerber called me on 9/13/2022 stating the car was ready. They were supposed to replace the front bumper and only repaired the dent, I declined picking it up. 2) I requested Gerber to replace the bumper as it should have been from the beginning, they called on 09/20/2022 stating the car was ready with the bumper replaced, to my surprise they had overspray the entire car with white paint, they offered to fix it 3) On 09/22/2022 they called saying the car was ready, only to find out they had scratched the paint and still had overspray, they offered to detail it and wax it. I obtained a signed letter from ************************* that they would call me and schedule it. 4) I have called them several times and even went in person only for them to ignore me and not call me and fix the issue, I have wasted several work hours dealing with them.

  Business Response

  Date: 11/07/2022

  Gerber Collision & Glass is aware of the complaints concerns with the repairs to their ******************* manager ****************** spoke with him on 11/3/2022 and he will be bringing his vehicle to us on 11/7/22 to complete our agreement of having his car detailed and waxed.

• Initial Complaint

  Date:10/17/2022

  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.

  The Date of the transaction: August 26, 2022 The repair of my vehicle was due to a claim where I was not at fault and the other driver's insurance was to cover the repair cost of all damages. The work performed was supposedly completed, but my bumper wasn't placed back properly and my vehicle looked worse than before I initially brought it in for repairs. Then I disputed that no repairs were done to my vehicle for a claim of almost $900, and the Geico claims supervisor agreed to repair what was supposed to be fixed. The nature of the dispute is due to the fact that when I finally went to pick of my vehicle, my bumper was not placed back in correctly and bulging out and looked worse than before I brought my vehicle in for repairs. The manager ************************* explained that this was the best that they could fit the bumper into place and he was sorry, but ***** tries to get the lowest price possible. Then I contacted ***************** (***** claims) and he just repeated exactly what the manager stated, so I this must have been off the Gerber's final report. The following week my vehicle's front passenger headlight had moisture, (photos attached) which shows they damaged my brand new headlight while repairing the bulging bumper that was placed back incorrectly. RO Number: ********** Facility License Number: ******* Federal ID: ********** Workfile ID: ******** I've attached additional information in a word document so I could explain more about the situation, and since then I have made an appointment with another vehicle repair shop to have my vehicle reassessed.

  Business Response

  Date: 10/28/2022

  We understand the upper management from our Gerber Collision & Glass/******** location has reached out to the complainant via email on 10/27/2022 in hopes of speaking to the complainant regarding their concerns with no response as of yet. Thank you
  
  

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18221284
  
  I am rejecting this response because:

  I'm emailing back since I haven't received a response back. I've attached the last message I sent out and would like to know if anything will happen besides the business just stating what they feel was good enough and then the case ends. I still have issues with my headlight from when they took my vehicle, which I didn't have any prior to Gerber taking my vehicle. I hope you can take the time to address this matter and get back to me. 

  
  

  Thank you, 

  ******

  
  

  
  
  

  Sent from Yahoo Mail on Android

  
  

  ----- Forwarded Message -----

  From: "*********************" <********************>

  To: "****************************************************************" <****************************************************************************************************************************;

  Sent: Fri, Oct 28, 2022 at 10:48 AM

  Subject: Re: BBB Complaint

  Good Morning *******,

  
  

  This might be the case, but I attached photos of my headlight before I sent it to Gerber and I know they took it a part a few times. I recently had it reassessed and the repair shop said whomever put the headlight back shoved all the wiring back and it was not a very good job on their part. Regardless of the initial decision, they still could have placed back my bumper correctly. But since it seems that you are in agreement with them, I still feel like a reimbursement for what happened to my front passenger side headlight should be an issue. I didn't have any moisture prior to taking my vehicle in for repairs at Gerber Collision and it's obvious that whomever repaired it mishandled the headlight to cause this outcome. So I'd appreciate it if you would take this into consideration towards Gerber's final installation of the headlight.

  
  

  Thank you,

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

  Sent from Yahoo Mail on Android

  
  

  On Thu, Oct 27, 2022 at 5:34 PM, *******************

  <****************************************************************************************************************************; wrote:

  Good evening *******, I wanted to reach out to acknowledge we received the BBB complaint in regards to your recent repair at our ******** location. At this time, Gerber stands behind the decision made in regards to the situation. There were multiple attempts made by the shop which are documented very thoroughly from 8/26-9/21 to resolve this matter with you and the insurance company. ***** determined some of the damages as unrelated and refused to pay for them causing the concerns you have. If you have any questions, please feel free to contact me.

  
  Thank you,

  
  

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

  Gerber Collision & Glass

  Market Manager

  ** East 

  C: ************

  www.gerbercollision.com

  
  

  
  

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/30/2022

  We understand that the Upper Manager ****************** has reached out to the complainant on  11/28/2022 via email advising Gerber Collision & Glass stance on the matter remains the same.
  
  

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18221284
  
  I am rejecting this response because: The photos display the fresh piece of duck tape on my headlight that Gerber repair person clearly removed. My headlight was not building up moisture before I brought it to Gerber Collision. The new repair person who correctly fixed my bumper said whoever touched my headlight prior to him looking at it, just smashed all the wires back in the headlight and it was a mess. So if ******* is saying they never touch the headlight, ******* from Gerber sent me this photo of another Gerber employee with my headlight in their hand. I'd appreciate it if you taking a further look into my review and photos.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/15/2022

  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.

  In June 2021, my vehicle was involved in a hit & run and brought to Gerber Collision located on ***************** in *********, ********* for repair. Initially, the repair was estimated to take 2 weeks which got continually pushed back until nearly August. **************** was poor and they failed to address concerns about a warning indicator (mechanical concerns) prior to releasing the vehicle. Additionally, I was forced to pay >$700 in rental car fees due to the continued delay of repair which exceeded the length of time my insurance would cover through no fault of my own. In August/September 2021, I reached out to Gerber about the issues which ended with a local manager (****) offering/indicating that a check in the amount of $400 would be sent as partial reimbursement of my rental expenses. This was in October 2021. To date, no payment has been received. Personally speaking, a partial reimbursement is not acceptable since this additional expense was a direct result of the body shop's (Gerber's) actions. As time passed, and faced with other issues, this slipped my mind and I did not follow up sooner. Recently, I reached out to Gerber again. This time I was contacted by another person (*****) who indicated he would look into this and follow up. He has never contacted me again despite me sending him 2 subsequent followup emails. I've included attachments including email correspondence.

  Business Response

  Date: 11/01/2022

  We understand the **************** ********** has reached out to the complainant via phone leaving a message on three occasions with no response. 
  
  

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18227699
  
  I am rejecting this response.  I received ONE voicemail message from *** which occurred on October 25, 2022. Unfortunately, I was dealing with family/health issues and unable to return that call sooner. Moving forward, I attempted to call *** on November 2 and 3 at the number he left on the voicemail message.  There was answer on either day.  On November 2, we corresponded by text following my call, and he indicated he would call me.  On November 3, I called and there was no answer. I left a voicemail and sent a text. 

  At this point, this business has had ample time to figure out what they did and did not do. The documents I've provided re self-explanatory.  They have had the opportunity to check their records to see that no reimbursement was issued.  There is no need for ANOTHER Regional Manager to be reaching out and trying to figure out how to resolve this issue/understand what is going.  This is exhausting. In reading some of the grievances filed by other consumers on BBB's website, this definitely seems to be Gerber's practice.  I am not surprised. As I initially mentioned when I filed this complaint here and have emailed the company directly is I seek reimbursement (refund) for the FULL AMOUNT. It seems interest on the unpaid monies is applicable.  *********** was already provided with billing statements so issue my payment.  There is no need to be focused on putting the customer (consumer) in a bad light when the true issue at hand is this company's failure to address the issue, provide superior quality service, etc.  

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/14/2022

  Gerber Collision & Glass is aware of the complainants concerns with the delay of parts and reimbursement for her rental cost. Gerber Collision & Glass, market manager ********** spoke with the complainant on 11/7/2022 and advised her that we would pay for half of the rental cost and have submitted a check request for $400, once we receive the check we will contact the complainant so she can pick it up. 

  Business Response

  Date: 12/09/2022

  Gerber Collision & Glass is aware of the complainants concerns and have agreed to pay for half of the rental cost which was discussed on 11/7/2022. Our market manager ********** has attempted to reach the complainant again on 12/8/2022 and left 2 voicemails and she has failed to reply to our attempts.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18227699
  
  I am rejecting this response because there were no attempts to contact me by phone nor did I have any voicemails on December 8, 2022.  *********** mentioning it also has no bearing on this matter and thereby is irrelevant. *********** has offered to pay half of the amount.  As I have said from the beginning, I feel they are financially liable for the entire amount.  It's exhaustive going back and forth with an organization such as Gerber who would rather dispute a customer than humbly satisfy the customers.  Sadly, this appears to be a common practice by Gerber Collision. I have read customers reviews/customer complaints and others have similar experiences.  It's not limited to this specific location in ********* but seems to be nationwide. I brought my vehicle in for a 2-week repair job in June 2021 and did not get my vehicle until late July/early Aug 2021.  ************ does not accept full responsibility. To be discussing (dealing) with this matter over a year later is ridiculous to say the least. During this 1 plus year time, I've interacted with 3 different district/area managers.  That's a significant amount of turnover in management by the way   
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/14/2022

  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 August 25, 2022 I took my Rav4-2018 to be fixed after a car accident with another vehicle. At that time I was told that it will take some time to get the parts from the dealer. I know that they got the parts but they were having problems aligning the damaged doors -on the drivers side- affected by the crash . This conversation took place about four weeks ago. Today, October 13, 2022 and I don't have the car.

  Business Response

  Date: 10/24/2022

  We understand the General Manager ************ reached out to the complainant about their concerns and they have been addressed. The General Manager ************ also offered a free car wash to the complainant.
  
  

  Customer Answer

  Date: 10/27/2022

   
  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:10/12/2022

  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 was sent to Gerber by Geico after a hit-and-run accident. The original repair was made with cheap aftermarket parts that did not fit, even though I asked for OEM. I had them re-do the repair with genuine GM parts and the fit would have been correct if they had not bent the clips that held the fascia on the rear of the car in the two times they had to disassemble it. It was better than before, so I accepted it rather than risk having them do more damage by taking it apart a third time. Next problem: 6 weeks after the repair, the paint began to check and sand scratches began to show in an area that was supposed to have been fixed by painless dent repair. The area had obviously been fixed with body filler instead. I showed it to the shop *******. He told me that they would sand it all out and do it right. What they did instead was wet sand it and shoot multiple heavy coats of clear to try to hide their poor work. 3 months later, the clear is shrinking into the underlying scratches and the sand scratches in the underlying work are again showing on the surface. The whole back of my deck lid looks like water on a breezy day because it has so much paint on it. You can see where it dripped off of the bottom of the panel and they shaved the drips off. I went there Monday 10/3 to show it to them and was told they were too busy to look at it, come back next week. They wouldn't even walk outside. I posted a review on ****** 10/3 and the owner responded by saying that the general manager had already spoken to me about a solution. A bald-faced lie. They apparently have no conscience.

  Business Response

  Date: 10/24/2022

  Gerber Collision & Glass is aware of the complainants' concerns with the repairs to their vehicle and General Manager, ******************** spoke with him on 10/10/2022 and again on 10/21/2022. The complainant has dropped their vehicle off for warranty repairs and all concerns are being addressed.