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:09/16/2022

  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.

  Gerber Collision and Glass in Albany, ** has sent me to collections for not paying them for fixing my canopy on my 2022 Ram truck. I have not paid them because they have not finished the job. The decals for the sides of the canopy have not been sent to me or arrangements have not been made to get them to me to put onto the canopy. I will happily pay for the job once the job has been completed. However, at this point the job has not been completed, instead Gerber has sent me to collections to recoup money for an incomplete job. Bad business practices here! I just need the **** decal that goes on the sides of the canopy to finish the job. Gerber can send the decals to my home address: *************************************************. I do not want to deal with them directly anymore. Horrible customer service.

  Business Response

  Date: 09/27/2022

  We understand the Leer decals were mailed to complainant 9/19/2022 and an email from the General Manager ************ has been sent to complainant on 9/26/2022. The complainant advised they have received the decals and will send payment to Gerber Collision & Glass - ******. Thank you
  
  

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18035773
  
  I am rejecting this response because:
  

  I received the decals today and sent in a check to Gerber today.  Your timing is a bit off as I hadn't replied that I had received anything.  Also, I would like to move forward with a complaint against the business as it took over a year to get my canopy completed.  

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

  Business Response

  Date: 10/12/2022

  Gerber Collision & Glass is aware of the complainant's concerns with the delays receiving the decals and the turn around time to get the canopy completed. Gerber Collision Market Manger, ****************** mailed the decals to the customer, the customer has confirmed that he received the decals. We have not received payment from the customer at this point and he will not take any of our calls. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18035773
  
  I am rejecting this response because:

   

  Payment was sent in a week ago.  I have not taken any calls, because I have not received any calls.  You guys need to quit lying. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/06/2022

  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 Aug 11th, I took my car to Gerber Collision, *****************************************************************, per the recommendation of Geico (claim #****************). The back tires on my car were slanted outward and I believed that my car had been hit while parked or I had hit a curb. The Gerber technician took a photo, looked at the car, claimed there was no evidence of a collision and refused to lift the car to actually check the rear to see what was going on since in his opinion, "no collision had occurred."Gerber and Geico kept referring me to each other and sent me around in circles. I then took my car to an authorized *************** center where a mechanic immediately spotted evidence of a collision and diagnosed damages in the amount of $3k. I believe Gerber and Geico are colluding in order to deny legitimate insurance claims, I cannot find another explanation for an authorized ***** body shop to actually refuse to properly examine a car being brought in for an insurance claim.

  Business Response

  Date: 09/16/2022

  Gerber Collision & Glass is aware of the complainants' concerns with the insurance claim and the general manager ************ left her a voicemail on 8/22/2022 and followed up again by email on 9/6/2022 and she has not responded to our attempts. 

• Initial Complaint

  Date:08/25/2022

  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 July 20th, 2022 I had my vehicle towed into Gerber collision repair they stated that they would draw up an estimate on the repairs to my vehicle. It is now August 25th, 2022 and there has still been no estimate given upon calling them and going into the office for a resolution they have not done anything with the vehicle. My insurance has called in they mislead us and told us that this would be resolved on Monday the 22nd it was not they continue to put us on hold for long periods of time or avoid contact at all. My vehicle unable to be moved by me is still in their shop where it sits day after day with no repairs and continued damage.

  Business Response

  Date: 09/06/2022

  Gerber Collision & Glass is aware of the complainants concerns with the amount of time it has taken for the repair estimate and the general manager **************** spoke with her and the insurance company on 8/29/22 and all information has been provided that they need to process the total loss. Gerber Collision is  waiting on insurance to make their final decision and all concerns have been resolved at this time. 

• Initial Complaint

  Date:08/15/2022

  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.

  Ive been employed there 5 months and was terminated with no reason. I was on vacation and received my termination on vacation with no reason.

  Business Response

  Date: 08/19/2022

  Gerber Collision & Glass is aware of the complainants concerns and our *************** representative ************** has been attempting to reach him to go over the termination in more detail and have been unsuccessful in our attempts. 

• Initial Complaint

  Date:08/10/2022

  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.

  I had minor collision repair done to my vehicle at Gerber Collision & Glass in ****, **. Its a shop I've used many times before for multiple vehicles without issue. I was about to leave town for vacation so I asked them to try and return my car to me by 7/27/22 if possible so I could keep the vehicle in my garage while away. I picked up the vehicle on 7/27/22 late in the afternoon and drove it immediately home. The total distance drive is approximately 6.3 miles. This vehicle sat in my garage and wasn't driven until my return home on 8/8/22 when I noticed that the rear-right tire was totally flat. After removing the tire, a large s**** was in the tire I believe came from the shop. The puncture was close enough to the sidewall such that I have the replace the flat tire and all the other tires on the vehicle also. I called the shop and spoke with *****, who quoted my rear bumper repair. She indicated that the shop isn't responsible after the vehicle is driven off the lot and I asked if I have to check all tires for screws before I drive away. I told her that I didn't agree with what she said and that I would notify ******************** about the performance of their shop during my repair. I think a fair resolution would be for them to assist with some of the replacement costs. The vehicle is a ***** bolt that uses special/ more expensive tires and the tires on my vehicle would've lasted for multiple more years if there wasn't an issue.

  Business Response

  Date: 08/19/2022

  We understand the General Manager ************** has reached out to the complainant on 8/16/2022. The complainant will email a copy of the receipt and Gerber Collision & Glass - ************ will refund the complainant for the cost of one tire. Thank you
  
  

  Customer Answer

  Date: 08/23/2022

   
  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:08/09/2022

  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.

  I had my 2012 Kia ****** repaired a few months ago by Gerber Collisions Palatine location and upon receiving my car, it has had several mechanical related issues. It went into the shop in February (the week of the 21st I believe) and I didnt receive my car back until the third full week of April, a full two months later. Not only was the staff being extremely unprofessional and making many false promises about the estimated completion date, something still felt off about the way my car was driving. I wasnt sure the issues were tied to Gerbers repair at first, but after receiving an estimate from another shop regarding some mechanical issues last month (mid July), they noticed that a recently replaced tie rod and steering knuckle were damaged because they had been installed very poorly. I have contacted the Gerber location about fixing the issue and resolving their repair under warranty, but they have been dragging their feet on making any progress. They have agreed to look at my car and resolve the issues, but since making the agreement they have been extremely unprofessional, rude, and have been making several false promises about getting to work on my car yet again. One of the managers at this location has been making excuses, writing us off, and avoiding returning our calls over and over again and I need a solution. My car has been with them for a ridiculously long amount of time now and I am without a rental car or a resolution to the issue and I have taken many measures to get Gerber moving on the repair but none have worked. Gerber claims they stand behind their work and that they value satisfaction for their repairs, it would be much appreciated if you could help move this along as I am still without a car or a solution to resolve the current situation and if the company has a reputation to uphold, I can only expect a quick solution at this point.

  Business Response

  Date: 08/19/2022

  Gerber Collision & Glass is aware of the complainants concerns and the general manager ****************** spoke with him on 8/11/22 and the customer's vehicle was picked up, the right tie rod has been replaced again and is currently at the alignment shop. Gerber Collision again contacted the complainant on 8/15/22 to advise him that the warranty repairs were completed and the vehicle has since been picked up and all concerns have been resolved. 

  Customer Answer

  Date: 08/23/2022

   
  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:07/26/2022

  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.

  My car needed repairs but was still drivable, so there was no urgency, which I communicated to Gerber Collision and Glass. I emphasized that I was happy to continue driving my car. Gerber Collision and Glass told me they understood, and to drop my car off on 6/8/22. I was told over the phone that the repairs would not take longer than 30 days. My insurance said they would cover $1200 for a rental car. I chose a car for $30.99 + tax/day, which would cover me for a little over a month. On 6/21, I was updated that that the bulk of parts were scheduled for delivery on 6/22, with the upper hinge for the ** door being scheduled for delivery on 6/27. On 7/5, I called to ask for an estimate on when my car would be ready, since it had been 27 days since my car was dropped off. They told me that they could not say although all the materials had been delivered, and that it may take an additional 3 weeks for repairs (7/26/22). I was then informed that the technician assigned to my car was on vacation, so no one was working on my car. Since then, I have continuously received conflicting information on if/how my car was being worked on. On 7/18, I asked to have my car back, even if it was not repaired, because of the extra cost incurred by the rental and gas. I was told that I cannot have my car back and there was no ETA for date of completion as of yet. On 7/19, I was told that the technician is currently repairing your ** quarter panel on your vehicle. On 7/21, I was told that the technician is working on your ** quarter panel at this time repairing it. On 7/22, I was told that my car would move to the paint shop on 7/25 and would be there for 2 days. On 7/26, what should have been day 2 at the paint shop and 3 weeks from my 7/5/22 call, I was told that the technician is currently welding your quarter panel onto your vehicle at this time. It was another instance of my being misinformed by Gerber Collision and Glass.

  Business Response

  Date: 08/02/2022

  We understand the General Manager **************** has reached out to the complainant. We understand the Gerber Collision & Glass - Berea will be covering the rental charges while the complainant's vehicle is still at the location being completed. 
  
  

• Initial Complaint

  Date:07/26/2022

  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.

  We had a truck accident in March. The company that our insurance company covered to fix it has had it since then. They have not followed through with any of the communication or assurances of dates.

  Business Response

  Date: 08/05/2022

  We understand the **************** ****************** reached out to the complainant via phone on 8/3/2022. The General Manager ************************** has reached out to the complainant via text message 8/4/2022 advising the vehicle was on its way back from Yorkville to have the repairs completed.
  
  

• Initial Complaint

  Date:07/26/2022

  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.

  Reaching out to escalate an ongoing repair issue at the Gerber Collision at **************************************************. They have had our 2019 ***** Insight since June 14 and have had multiple shop issues that has created a longer timeline which resulted in financial loss as we would be paying for a rental car.1. My wife was initially contacted by the shop by an ****** on June 23rd claiming that we hid aftermarket parts that would put the car in an undriveable state. We drove the ***** Insight to the Gerber location ourselves - it was completely drivable and we had no concerns about any electrical issue when we had initially dropped it off. ****** stated that the shop will need to contact a 3rd party electrical technician to diagnose the issue which would amount to $150 billed to us before any further work could be done. After evaluation by their 3rd party they found that it was a security system - which as they experts I would have expected Gerber to know. During this entire time period up until today they had full intention of billing this additional $150 for what sounds like a mistake caused by the shops technician themselves resulting in a longer timeline for repairs.2. The second issue was on July 14th when the part for the left mirror was delivered to the shop. ****** again left a voice message on my wifes phone that said that the shop had received the wrong part by their vendor which meant another longer timeline for repair. My wife would call the shop to get an explanation and was told it was because the mirror did not have a camera. My wife clearly stated that the original mirror did not have a camera and was dismissed by ****** stating that the part was still incorrect and they will need to order another. The second order would arrive on July 21st which they claimed would allow them to finish work on the car that day. Today Monday July 25th they would call saying it was the wrong part and we would need to order a more expensive one direct from *****.

  Business Response

  Date: 07/29/2022

  We understand the General Manager ************ at the Gerber Collision & Glass ********/Grant ******** reached out to the complainant on 7/26/2022 and advised they are refunded the complainant $303.53 and the vehicle would be completed that same day (7/26/2022).