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

  4920 W Cheyenne Ave STE 150 Las Vegas, NV 89130-3261

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:10/07/2022

  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.

  My car was sent here for repair. At first, the staff told me that it would take 3 weeks to repair. When the 3 weeks were over, I went to contact the merchant, and the merchant told me that it would be repaired next week. Next week, I went to contact the merchant again, and the merchant continued to tell me Next week, it was time again, I contacted again, he told me to fix it on Friday, I contacted him again on Friday and told me to fix it next Monday, when I contacted him again, he still told me that next week, it was originally 3 weeks Time can repair the vehicle, it has been 50 days now, still not repaired, every time I contact the merchant, the merchant delays the time for various reasons! I was deceived!

  Business Response

  Date: 10/18/2022

  We understand the upper management **************** has left the complainant a message via phone 10/11/2022 as well as sent an email in hopes of speaking to the complainant regarding their concerns on 10/12/2022 with no response as of yet. Thank you
  
  

• Initial Complaint

  Date:10/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this as an advocate for my fiancee', ***********************, who has worked for Gerber Collision (formerly ******* Collision) for approximately 8 years. On 12/28/2021 ***** was diagnosed with stage IV pancreatic cancer which metastisized to his liver. He paid for the plus up for short term, long term disability. He just rolled over to long term in August. While on short term, he was supposed to be responsible for his premiums. When I asked an employee about what to pay and to who. The only reply was just send what you can, when you can. Once he was on long term disability, he was not responsible for any premiums. We assumed someone would send us a breakdown of what he owes and set up some type of payment plan. This never happened. He has been undergoing chemotherapy for months and doesn't understand a lot due to what's called chemo fog. On 8/26, he received a letter stating his insurance was cancelled as of 4/2/2022, yet the letter was dated 8/26. He was informed that they paid for his cobra for these months out of the "kindness of their hearts". They dropped the ball and tried to charge him after being on long term disability, when he was no longer responsible to pay any premiums. They then told him he no longer had life insurance, even though this was something Gerber paid for. Employees drink and smoke pot on the job and management overlooks it. These are the people fixing your vehicles. As for the life insurance management told him if he left, quit or was terminated, unfortunately he loses it. Made zero sense. They have caused him so much stress. On his good days, he would visit the shop. Not once did management ever mention anything about insurance or payments. And he was approved for life insurance in May and in speaking to the company that holds the life insurance, his policy is still in effect. So he was lied to and put through complete h*** for no reason. This company is an absolute nightmare and their turnover rate is a joke.

  Business Response

  Date: 10/14/2022

  Gerber Collision & Glass is aware of the complainant's concerns and our ************************** has been in contact with him regarding the termination and medical premium payments. The complainant was advised that he was responsible for the medical premium payments which he failed to pay and his termination was unrelated to the payments. Gerber Collision & Glass also is not aware of any  allegations as far as drinking and smoking, we have not received any reports about such activities at this location. We will take proactive action and assure that the manager reminds our employees of our policies in the morning meeting. In addition, we will remind employees of our reporting guidelines. 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18168625
  
  I am rejecting this response because:
  

  You can't  pay premiums when you are never given an amount to pay or whom to pay it to.  And then you get an e-mail that threatens not not pay for ******Aug premiums unless he signs up for COBRA.  Why would The **** Group have to pay COBRA premiums if he was an employee until July?  They want a man with stage IV cancer to pay $600 a month for COBRA who is on disability.  The reason they agreed to pay ******August is because they know they screwed up by not giving him any information  by mail, e-mail or telephone nor was he ever informed that he was terminated until we spoke to someone 2 weeks ago who informed him that he was terminated July 16th.  Yes as of October, nobody informed him.  This business can claim management doesn't know of people drinking or smoking pot or sleeping on the job.  So, I guess they must sit in their office all day because it's obvious.  I understand him being terminated because they can't keep holding his job open, but to not inform him is unethical.  As is not informing him of what premiums he had to pay and how to pay them.  Everyone blames someone else and I truly feel sorry for the next person they do this to.  And they did this to someone so undeserving.  Almost 8 years at this job, first one in every morning and he was just dismissed like he never even worked there. It is not of matter of why the cancelled his insurance or what terminated,  it's WHY someone didn't have them common courtesy to inform him in writing.  We would like to see the correspondence that they claimed to have sent to him, but just never got to us.  And I assume something as important as that would of been sent first class mail and there would be a receipt from the post office showing the mailing date and tracking number.   If they could send you a copy, we would be satisfied.  And if they agree to pay his premiums  from April through October, we would cease the action we have opened with the AGO and any future action being considered.

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

  Business Response

  Date: 10/28/2022

  We understand Gerber Collision & Glass *************** department has been in consistent contact with the complainant as well as the attorney's with the insurance company. The complainant has also opted into Cobra. Thank you
  
  

  Customer Answer

  Date: 11/04/2022

  
  Complaint: 18168625
  
  I am rejecting this response because:  He signed up for COBRA because you made him.  Otherwise you said you would not pay his bills from April through August.  So, he was pretty much threatened into it....sign up for COBRA or else.  Unfortunately the AGO has no jurisdiction over this considering the main headquarters is in ******.  So, I am dealing with an employment attorney.  The **** Group dropped the ball by no sending him any billing.  How is someone supposed to know an amount to pay and how to pay it if you never send him anything. He also has an email address and a phone number. And you never even bother to send him anything saying his job was terminated. Your company is a completely disgrace and ashamed of yourselves to do this to a man with cancer. If ***** hadn't  avoided ************; called and keep putting him off, he could of had insurance October 1st with Marketplace, but all he got was unretuned calls and no reply to emails.  So by the time terminated. Your company is a completely disgrace and ashamed of yourselves to do this to a man with cancer. If **********************; avoided ************; called and keep putting him off, he could of had insurance October 1st with Marketplace, but all he got was unretuned calls and no reply to emails.  So by the time ***** decided to call ***** back, it was after the 15th, which is the cutoff to have your insurance take effect the next month. No need for a response. I know what I have to do now. That along with warn others about what kind of place fixes their cars.  Most people have ethics.  And I won't be telling anyone anything that is not a fact.

• Initial Complaint

  Date:10/03/2022

  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.

  I had an accident in my truck. After reading 5 star reviews I took it to Gerber Collision. I waited 30 days to get the truck in to them. They started working on the truck end of March 2022. They had it for almost 30 days. The day I was supposed to get my vehicle back the manager **** called me and told me that it didnt seem to be ready that he took it for a ride and it was driving sideways down the road. He said he was taking it to Big * Tires on State for an alignment. It was concerning to me that it hadnt been done. I agreed. He was going to call me back later that day and never did. This was understanding beings it was towards end of day. I let that day and the next day go. I still hadnt heard anything from him. I called a few times and was told that **** was out and unavailable. I finally got him on the phone and he told me that after trying to get the alignment done they realized they had to order more parts. I was a little confused when I realized they had supposedly repaired my vehicle and were going to return it to me without even aligning it. Furthermore when I found out that the parts that needed replaced were the upper and lower control arms. Again I waited and then called over there for **** to tell me that he hadnt heard from Big * Tires. But then they called him while we were on the phone and said it was ready. I went down, inspected the vehicle and noticed quite a few things that needed to be fixed. They agreed and so we arranged to have it dropped off again for body repairs. I picked up end of day right at closing. As I drove the truck home I noticed a really wobbly and vibration in the truck at about 45 mph. I continually tried to a get ahold of ****, no luck. I was able to get in contact with Big * they aligned truck again. They also told me that the parts Gerber provided were no good, and that was possibly root of problem. Have tried with them, their corp, they are stand off ish and wont accept and correctly repair my vehicle.

  Business Response

  Date: 10/12/2022

  We understand the General Manager ****************** has been in constant contact via email with the complainant on a daily basis to address the complainants concerns with the repairs.
  
  

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18156512
  
  I am rejecting this response because: I want to see this actually done. this is the 3rd time my vehicle is going back to be corrected. The previous times it was handed back to me saying nothing was wrong. Yes there has been communication but I want to actually see it resolved this time. I would like the complaint left open for a little bit longer. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/27/2022

  We understand the General Manager ****************** has been in communication via email 10/25 with the complainant and their vehicle is completed and ready to go.
  
  

• Initial Complaint

  Date:09/29/2022

  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.

  They sent my car to this place called Gerber Collision & Glass in ******* and they destroyed my car! Not only that! But we did a insurance claim for my sun roof glass! They took my whole assembly. Motor and switch and everything. Told me they threw it away and told me it was garbage.But literally everything worked! All i needed was the glass part.So now i have to get the whole assembly! And the insurance company totaled my car out with out my permission!

  Business Response

  Date: 10/06/2022

  To Whom It May ****************** confirm receipt of your letter dated September 30, 2022 regarding concerns raised by the complainant (18134038).
  
  Gerber Collision & Glass has a proud 80-year track record of safety and quality repairs. Weve built our reputation by taking all our customers concerns seriously and going that extra step to satisfy them.  Our team has reviewed all transactions related to this incident. Gerber can do this because we have carefully documented processes and procedures for completing quality repairs.
  
  In reviewing the complainant's transactions with Gerber, I would note that Gerber did not complete any repairs to the vehicle in question in accordance with a resolution reached between the complainant. (the insured party) and his insurance carrier. Here is what we found:
          The vehicle was dropped off at Gerber Collision & Glass ******************************************************************** on September 2, 2022
          Authorization for work to be completed for an inspection and estimate completed signed by the complainant on September 2, 2022
          Customer was informed 4 times during estimate process including conversation at 2:00 on September 6, ****************************************************** the roof completed by the customer to install an aftermarket sunroof. He was informed that the aftermarket sunroof was a kit and needed to be replaced and not able to be repaired.
          September 7, 2022, the complainant was notified the estimate was completed and provided to his insurance carrier.
          September 21, 2022, customers insurance carrier notified Gerber not to proceed with any repair work as they were in discussions with the complainant to determine if he would retain the vehicle after payment.
          September 23, 2022, Gerber was informed by the insurance carrier that it had settled with the complainant and that as part of the agreement he would retain the vehicle. The complainant knew the condition of the vehicle prior to removing it from Gerber and made his own arrangements to have the vehicle towed to his home.
  
  Throughout this process Gerber only completed work that was authorized by the complainant. No repairs were completed as there was a resolution between the insured and his carrier.
  
  Through his resolution with his insurance carrier, the complainant has been compensated for the redress he seeks in the settlement. We trust this is satisfactory to close the complaint, but if you have any further questions, please do not hesitate to contact us.  

• Initial Complaint

  Date:09/28/2022

  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.

  Came here to get my 2021 ***** Accord repaired, that was a mistake. Dropped the car off to be repaired ( 8/25/22 ) the front Driver door and the driver passenger door. Both doors needed to be replaced got a text on 9/6/22 that my car was done. I go to pick up my car with more issues than I dropped it off Front bumper wasn't seated sagging, windshield trim scratched and needed to be replaced back passenger tint scratched needed to be replaced the paint on both doors wasn't done correctly needed to be fixed car now made a whistling noise when driving at speeds of ***** mph, all weather trim/lining destroyed on vehicles driver/passenger side, door scratches inside the car from negligent repair, trim piece under engine bay not correctly seated along with missing bolts and clips to properly hold down the engine lining properly, also find out after driving on the freeway at 70 MPH the lug nuts on the wheels are not tightened all the way, trim pieces on inside of door missing, door insulation/sound deadening missing. Go back the next day to get items fixed they told me they were going to correct them and they gave my a rental car they had the cars for 7 days and only fixed the weather lining nothing else, they said they "reseated the front bumper" they fixed nothing the in the 7 days they had the car. Come back talk to the ** ********* - We go over all the issues tells me they will be fixed and she will personally see that everything is done correctly. Drop Vehicle back off on the 9/22/22 to be fixed got a call from ********* telling my car is all fixed on 9/27/22 I get there major issues again, bumper was replaced door mirror cap "replaced", I inspect the car headlights not properly seated, bumper still sagging and not properly seated, mirror cap scratched and looked to be taken apart with a s**** driver, front trim pieces not properly seated, front fender no properly seating all all along with door mis aligned and not properly installed on the vehicle. I go ask for Steph

  Business Response

  Date: 10/06/2022

  We understand that ************, the Market Manager of Gerber Collision & Glass spoke to the complainant on 10/6/2022. Complainant is scheduled to go to the ********, ** location to have the rework completed on 10/11/2022 at 9:30 AM CST.
  
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18141776
  
  I am rejecting this response because:I have had to come 6 times to your ***** location with no fix causing more and more issues zero respect for my property causing more damage to my vehicle and missing 10 days of work plus causing diminished value to my car and no offer of compensation what so ever. This will be my 7th visit to fix my vehicle at the ******** location no one has offered any type of compensation for my lost wages and time and diminished value of my vehicle! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/18/2022

  Gerber Collision & Glass is aware of the complainants concerns and his vehicle is currently at our ********, ** shop for the rework and the repairs are underway. Gerber Collision & Glass, Market Manager ************ spoke with the complainant via text on 10/17 and 10/18 and advised him that the vehicle is still in process and updated him on the parts availability as well. The request for compensation and lost wages and time and diminished value has been denied and the complainant has agreed that we will address his repair concerns first and this time we have them listed and will not be adding any further items to the list. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18141776
  
  I am rejecting this response because:I really suggest that you recheck what you wrote I have text proof that I have had zero updates and I will be filing legal actions against gerber for damaging my vehicle! ************ Has never informed me of an update or an ETA. I will filing a complaint with the ** and Geico. You damaged the part of my vehicle that should have never been damaged or touched. Again my vehicle was damaged by your company your employees I will be seeking legal counsel and compensation do negligence and bad business practices.
  
  Sincerely
  
  ***************************

• Initial Complaint

  Date:09/27/2022

  Type:Delivery 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.

  Still outstanding amount due which was promised which is $150.00. Need to be processed.PS: Other check which was constantly promised with constant follow-*** and **** was nice to have it delivered by overnight mail given the length delay.

  Business Response

  Date: 10/07/2022

  Gerber Collision & Glass is aware of the complainants concerns and the balance owed. Gerber Collision, Market Manager ************ emailed the complainant on 10/5/2022 and advised him we requested another check be sent and he has not returned our contact attempts at this time. 

  Customer Answer

  Date: 10/07/2022

   
  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.
  

  However, let's see if they make good on their proposal as the proposal was previously made and not fulfilled.

  If not fulfilled, I will file another complaint.

  Sincerely,

  
  *****

• Initial Complaint

  Date:09/27/2022

  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 turned in my car to Gerber Collision and Glass on 8/17/22 for some repairs to the passenger side rear door and bumper. The original time estimate was ***** days. After many delays, my car was ready to be picked up on 9/6/22, three weeks later.I noticed that not all of the original claim damage was repaired (see photos for damage left over). My bumper on the Drivers side was also left partially unattached.Prior to leaving the parking lot, that there was a dent in my dash that was not there before. One of the employees, ********************* stepped out to take photos of the dash damage, reassuring me that she would be in touch to make this right.It is 9/27/22 and I reached out to customer service and spoke to someone by the name of *****. ***** apologized for any inconveniences and stated that she would elevate this issue to the general manager of Geber.Approximately 30 minutes later, I receive a call from the General Manager of Gerber, ***. *** was unpleasant from the start, stating that he will not be assuming responsibility for the damage done to my dash as he is somehow positive that it did not occur in his shop. (Please see DATED photos of dash prior/after initial Gerber repair appointment). *** stated that he did not care about the damage that occurred to my dash as he is positive Gerber is not responsible. He also stated that he knows what type of game I am playing as a customer. He also threatened over the phone that others, including *****, were listening in to the phone call. As a customer, I felt very gas lit as *** kept repeating things like, No I did not say that and youre making that up I requested to speak to his manager, in which he refused to provide me with any contact information. After being denied access to his contact information, I informed *** that I would stay on the phone with him until I was able to find the information via ******* *** then stated that he had to attend a meeting and abruptly hung up the phone without a resolution

  Business Response

  Date: 10/07/2022

  We understand that the upper management ****************** reached out to the complainant via phone on 10/28/2022. The complainant's vehicle will be transferred to an Allstate DRP location to complete the repairs; also a mobile Vendor will be assisting with dashboard damages.
  
  

• Initial Complaint

  Date:09/26/2022

  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.

  Upon having a claim on my car I was directed to take my car to Gerber collision to have it repaired. This was in July of 2022. I have been contacted twice to pick my car up but upon both arrivals I chose not to accept it because of the work not being correct. I have contacted their corporate headquarters in ******* and have yet to hear back. Progressive has paid over $10000 and the shop has not completed the work.

  Business Response

  Date: 10/05/2022

  We understand the *** of Gerber Collision & Glass/*************-******* ************** has reached out to the complainant on 9/29/2022 and the complainant approved the transfer of the vehicle to another location to have the repairs rectified. We also understand that ************** had reached out to the complainant on 9/30 to provide an update and the vehicle is projected to be completed for delivery on Thursday 10/6/2022. Thank you.
  
  

• Initial Complaint

  Date:09/21/2022

  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 September 10th 2019 I brought my 2012 GMC Yukon Denali to the *********** Gerber collision for an estimate on body damage to the rear hatch.They told me they can have it finished in 2 weeks a week later I got a call and they said they couldn't get to it. They said they could take it to one of their other shops off westshore boulevard 45mins away (worst mistake I ever made) it ended up being in the shop there for 4 or 5 months.I had several broken promises on when it would be done and a lot of excuses when I did get it back they sent it back to the *********** shop where I went to pick it up upon arrival to picking it up when I inspected it it was far from right there were bolts missing runs in the paint even the person at the *********** shop was embarrassed and said they should have never asked me to pick it up they didn't look it over before they called me which I believe they should have even if they didn't do the work at their shop. Anyways at that point they still did not have time to work on it in the zephyrhill shop so they sent it out to another shop off highway 301 I believe in ***** after being in there for a few months I received the vehicle back again I inspected it it looked pretty good there was a few things they said they would take care of but nothing major, a couple weeks into me having the vehicle it rained and leaked ruining my headliner and soaking my carpet and no telling what other electronics it messed up so I took it back again and the *********** shop agreed to fix it. So I got it back again they were missing my dome light cover they broke they never and my emblems for the back of my vehicle and the back carpet was never steam cleaned so it stinks like wet dog and the back hatch makes a loud popping noise every other time you close the back hatch. the rear AC will not blow now and the work they did on the back hatch is bubbling and rusting already. *** from the *********** shop knows this and just keeps blowing me for the last 3 months!

  Business Response

  Date: 10/10/2022

  We understand the General Manager ********** has reached out to the complainant today 10/10/2022 and will be putting complainant in a rental vehicle with *****. The General Manager *** has also reached out to Hertz to set up the complainant in a rental and not charge the complainant.
  
  

• Initial Complaint

  Date:09/19/2022

  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.

  My complaint really involves two businesses as they work hand in hand do to the nature of the service needed which involves car repairs from an insurance claim. I was in a auto accident on July 12 th 2022. Travelers is my auto insurance I currently have a claim open with them. Policy Number is 608203293-203-1 Claim Number ITJ3226 My complaint is with ************************************************ located on ***********************************************************. It's been 2 months since my car accident and I am still without a car. Neither party seems to be helpful in the sense that I am not receiving the services I pay for. My auto policy premium is an automatic payroll deduction so it's never been late. There is a servicing gap between ************************ and Gerber, *********************************************** which is one of their preferred auto repair shops. !. There is an extreme lack of communication between both parties. I've had to spend countless hours on the phone with both businesses just to get an update on the status of my car repairs. 2. Broken promises. I've requested for Gerber to have the store manager contact me. iIts been over two months and I am still waiting on a manager to call me. 3. The information received from both parties are always conflicting and confusing. It's like one hand doesn't speak to the other. 4. Last I was advised, multiple supplements from Gerber have been provided to Travelers, however there seems to be additional "documents" that Travelers is pending for each time I speak to either party, the more I know there is a servicing gap impacting the consumer. Gerber first tells me that my insurance is requesting documents that contact from Gerber told me he didn't have access to and only ****** the manager has access or credentials. Then the next time we spoke he tells me that my insurance sees the same documents as them. 4. I need my car repaired bottom line. Or Have my vehicle taken to another shop of my choice. I've been paying the car note, the insurance quote. FIX IT

  Business Response

  Date: 09/29/2022

  We understand the General Manager ****** reached out to the complainant via phone on 9/23/2022. The complainant also stopped at the location and met with ****** and picked up their vehicle. Thank you