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:02/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in an accident and someone else's insurance was paying for repairs. The insurance paying for my repairs was **************. I was in the process of moving so when I dropped my car off on January 22, Gerber told me that there was a check sent to me. I was unaware and contacted ******* to cancel that check and send a new one directly to gerber. After I sent that email, I found the original check in the mail. I held onto that check just in case. When I picked my car up on febuary 7, there was no mention of receiving a check or response from liberty about canceling the original check. I deposited the original check and paid for the repair. A week later on febuary 13th, the check was rejected from my account because it was canceled. I was negative more than what my paycheck was and I had to pull money out of my savings just to get out of the negative. I contacted Gerber and they told me they received a check from liberty on febuary 4th. But they didn't process it until febuary 11. So they accepted a double payment. After admitting all of this to me on a phone call, they are dragging their feet and claiming they need permission from liberty to refund my money. They already admitted they recieved a check from Liberty for the full payment. And that was 3 days before I paid them. Now they don't want to respond to me or refund my money that came out of MY bank account. They stole from me and refuse to pay me my refund. I have bills that need paid and I can't do that now because I have no money. I just want my refund NNOW. I am submitting this on febuary 19, 2025, and I still have yet to hear from them or get my refund. It has been a week since I requested my refund.

  Business Response

  Date: 02/21/2025

  We are disappointed to hear this and understand *** *. from Gerber Collision & Glass - ********** has reached out to the complainant on  2/20/25 in the afternoon to advise the complainant their refund check was ready for pick up and they have apologized for the delay. Thank you
  
  

  Customer Answer

  Date: 02/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/10/2025

  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 July 10th, 2024 i was on my way to work and went into turning lane and ran over a log. I did not know it was still stuck under car dragged it to ********* parking which not far. I realized something was under my car I put it in reverse un lodge it. Turned out to be a *****. I turned claim in with ******** and made an appointment with one of their bodyshops in elkhardt. I dropped it off 2 days after accident they had my car 34 days I ran out of my rental. I got a call saying they were having problem calibrating my eyesight on car. I had to take because I needed transportation. Gave it back to them when I went on vacation for 9 days and they still could not fix it. I finally got it to a suburu dealer they couldn't do it and wanted to take bumper off to see what was wrong. I had to pay 459 for the calibration which I'm supposed to get reimbursed from allstate. I should not have to be paying for something that gerber did wrong. I have an app that told me when the eyesight assist stopped working. It was working even after the accident until they were fixing it. This is going on for 6 months this needs to be resolved or I will be contacting an attorney. I'm supposed to get my car back the way it was. I prefer suburu to see what's wrong but I shouldn't be paying for their mess up.

  Business Response

  Date: 02/13/2025

  We understand the General Manager **** *. has reached out to the complainant and a rental is set up for 2/17/2025 with Enterprise for the repairs to begin. Thank you

  
  

• Initial Complaint

  Date:02/07/2025

  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.

  I took my car to Gerber for cosmetic repairs after I was backed into by another car. Gerber was in network for the other persons insurance. Gerber did a horrible job on my vehicle. They cracked my tail light, didnt put it back in properly, didnt put the back bumper back correctly, got debris in the paint when they painted it, and also got clear coat on my windshield. When confronted, they just made excuses. They would not let me get my car rental back, and just keep my car to fix the damage they caused. My step son told one employee that they messed it up, and they should just own up to it. He was not rude when he said it. The employee threatened bodily harm on my step son, and my wife had to call the police. This place is not professional at all, and they will damage your property and they will not make it right. They will also threaten their customers.

  Business Response

  Date: 03/19/2025

  Gerber Collision & Glass General Managers ***** *. from the Abilene/Commerce location and *** *. from the Abilene/***** location has since been in contact with the complainant in order to address their concerns. The customers vehicle was originally being repaired at the Abilene/***** shop and has has since been relocated to the Abilene/Commerce shop for further repairs; the customer has received a ******************** replacement and their paint concerns were resolved. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22800982
  
  I am rejecting this response because the paint issue was not resolved to satisfactory. We had no choice but to accept it. There is still trash in the paint. The back glass that was replaced, was not replaced to original condition. It has a blurred look when you look out the back window. The back door handle that was damaged, still has marks from when they attempted to pry it off during the original paint job. Had to go a whole day without the vehicle. That was not what we were asking for. When they had the vehicle the first time, the insurance company had us in a rental. So we did not have to go without a car. But when we sent the car in for Gerber to fix what they messed up, we had to figure out other transportation. Gerber refuses to give consequences to the man that threatened my step-son.  We have to just deal with the damage that is still left. We are choosing to never use Gerber again. But will not pursue any claims against them.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/27/2025

  Regarding this matter, we were advise not to contact the complainant directly.  There is a police report for this issue if the BBB would like a copy of that. The matter is closed on Gerber ******** & Glass end at this time. 
  
  
  

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my front bumper painted due to paint chipping by 1st Certified Collision Centers 10/1/2019 and received their limited lifetime warranty. They have now changed name to Gerber Collision and Glass. I recently was in an accident that requires the painting of my bumper. I am going through my insurance and went to ******* Collision for repair. After their inspection, they stated that they couldnt remove the bumper to paint it because was GLUED on. They would need to rip off bumper and get a new one, which my insurance wouldnt cover because it was not part of the accident damage. They stated I would be responsible. I called Gerber Collision and Glass hoping they could repair their defective work and also repair my vehicle with my insurance coverage. They refused. Stating that they are no longer are 1st Certified Collision Centers and that they only warrantied that work 1 year after change of ownership. I stated that how was I to know that the bumper was not attached using industry standards until now. They stated that they couldnt help me and needed to go somewhere else. I am now possibly going to have to pay out of pocket $1200 to replace a bumper that was poorly installed by this company.

  Business Response

  Date: 02/13/2025

  We understand the General Manager ******* *. has reached out to the complainant on 2/10/25 and the complainant is scheduled to drop of their vehicle 2/10/25 at 4:00 PM to have their vehicle repaired.

  
  

  Customer Answer

  Date: 02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/16/2025

  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 10/26/24 around 1930, I was hit by a deer on Centerpointe Drive in *******************. My family was in the car with me, and no one was injured. I contacted Progressive on 10/27/24. A few days later I went to Gerber Collision at ****************************************** for them to photograph the damage for an estimate. 11/4/24 an estimate from ****** ******. On 11/19/24 I took my 2014 ****** Camry to Gerber Collision. 11/20/24 I was contacted, informed that it would take 5 days to determine the damage to the car. 11/29/24 Gerber stated the repairs were finished. I went with my husband, who is from ******* and inspected the car. There were visible scratches under the handle of the door, bent trim on the window, dried paint drips and scratches to the rear of the driver's side. This was brought to the attention of ****** who was disrespectful to my husband and me. The car was left at the shop, and the repairs were to be completed. On 12/10/24 I picked up my car. When I got into my car, I noticed a terrible "public restroom" smell, dust under my front seats from the rear, scratches to the window on the inside and paint chip off the frame of the inside window. A rubber button is missing from the weatherstripping on the top of the inside of the door as well as damage along the bottom frame where the door rests. Upon further inspection I heard a clunking noise when shutting the door, the door sets 1/2" back from the frame of the car. I then took the car back to Gerber and had them look at the door, was told that Progressive finds the cheapest part to put on the car. ****** ********, Progressive claim **** was contacted throughout the process by phone and text messages. The agreement was to order the weatherstripping, tinting on window and paint scratch inside. I just want the door to shut properly to that there is not damage to the frame of my car. I do not appreciate being treated poorly and like a "stupid" girl. I didn't hit anything on purpose a deer hit me.

  Business Response

  Date: 01/29/2025

  We understand the location has reached out to the complainant and the complainant will be bringing their vehicle back to the location for warranty repairs on 2/4/25 and the repairs will start on 2/5/25. We also understand the rental will be covered by Gerber Collision & Glass. Thank you

  
  

• Initial Complaint

  Date:01/09/2025

  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 11/5/2024 I was in a car accident that was not my fault, supported by the police. I brought my car to Gerber Collision and Glass since they were in my ******************* network of mechanics. My deductible was $1000 and the total repairs to the car were over $7000.For the initial repairs it took from 11/8/2024 to 12/3/2024. After a couple of days of walking back and forth from the car, I noticed the bumper and hood were not aligned and was not satisfied with the result. The hood even scratched the front left quarter-panel when hinging to open. I also felt the car pull to the left while driving even though an alignment had been done.On 12/17/2024 I called Gerber and let them know that I wasn't satisfied with the gaps and the steering was off. On the same day, or the day after I brought it back and they clearly saw the gaps and said the person working on the car was out of town for the holidays until Monday, 12/27/2024. On 1/7/2025 I was able to return the car.On 1/8/2025 I was notified by Gerber that I needed another alignment done and that the insurance company wouldn't pay for it so that I would have to out of pocket. I told them that since that car has already had an alignment and the wheels are straight, the alignment must not be what the problem is and they should figure out why my car is pulling to the left. They refused to do so and told me I needed to call the insurance company and talk to them. I did call them and after speaking to an adjuster on my claim he pointedly asked me why "I drove the car for 700 miles before bringing it back". I informed him they needed me to wait and he insisted I need to have another shop prove there is something wrong and that it was from my accident.What is finally making me file this complaint is that my car stereo no longer works properly after the final receipt of the car. There was nothing wrong with it when I dropped it off and now all sounds are distorted and I didn't bring it to them to break it more.Thank you!

  Business Response

  Date: 01/23/2025

  We understand ***** *. from the Gerber Collision & Glass - ********** location reached out to the complainant via text on 1/10/2025 in the morning regarding the recall on the steering wheel and the complainant was advised to go to the dealer for the warranty on the steering wheel and speaker. Thank you

  
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22788050
  
  I am rejecting this response because:

  Vickys response via text that my car had recalls was unsatisfactory since the recall work has been done on my car already. The dealer did it with the first oil change I got years ago and ***** should have been able to confirm that herself considering she was supposed to be fixing it. It would have been convenient for her to push off the issue to me but the issue was entirely the fault of my accident and Gerber for not repairing it. The steering wheel wasnt straightened when the wheels were aligned and had been off to the left so it felt like it wasnt driving straight. In reality the car was driving straight and the wheels were aligned just fine but the steering wheel wasnt fixed when they did the alignment so when the steering wheel was straight the wheels were actually slightly turned right. Gerber wanted me to pay for another alignment for them to hopefully figure that out even though they didnt the first time. In reality I wouldve wasted that money and they still wouldnt have fixed it. I brought it to another shop who fixed the problem for free it was so simple. Both I and the insurance company are mutually frustrated that it took a third party to diagnose and fix the problem.

   

  As far as my car speakers go it looks Im screwed on that since they say it has nothing to do with them. My only recourse is the BBB and to hope they will want to fix the least of the mistakes theyve made. I needed someone else to fix the important one so Im not holding my ******************************************* ********

  Business Response

  Date: 02/07/2025

  Gerber Collision & Glass is aware of the complainants' concerns and market manager ******* *. attempted to reach out to her today 2/7 to discuss this matter. The complainant has not returned our contact attempt at this time and the market manager will be following up again by the end of the day to see if we can discuss her concerns. 

• Initial Complaint

  Date:12/29/2024

  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 a very disappointing experience with Gerber Collision, specifically with the worker named ********, and the Manager that i spoke with on the phone. When I first spoke with ********, she assured me that I wouldn't need to pay a deductible for my car repair. However, when I arrived to pick up my car, she suddenly insisted that I pay the deductible before I could take car. This inconsistency was frustrating and unprofessional. I felt misled and inconvenienced. It's really unfortunate that the staff didn't have clear communication or follow through on their promises. I would not recommend this location based on this experience. The repairs was ok. I just took the car. Because i needed the car back. I recommend anyone that is reading this to find someone else that will communicate better and do a better job with collision *********** : 12/27/2024

  Business Response

  Date: 01/09/2025

  We understand the General Manager ******* *. reached out to the complainant on 1/9/25 and discussed their concerns with the deductible. The complainant was unaware the deductible was to go to Gerber Collision & Glass. 

  
  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22744154
  
  I am rejecting this response because:

  Nothing was resolved. No refund of the $500 deductible. Just manager stating he was sorry.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/22/2025

  Gerber Collision & Glass is aware of the complainants concerns regarding a refund for the deductible and it has been explained that this is required by the insurance company. Gerber Collision & Glass has no control over the amount owed that is between the complainant and their insurance company and if they want a refund they would need to reach out to Progressive.

• Initial Complaint

  Date:11/22/2024

  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.

  ******** warranty was not granted. My vehicle has paint damage all over front end, where work was done. Contacted them, they stated I would have to pay out of pocket or file a claim with my insurance in order for them to fix front end of my vehicle. I was clearly told all their work has lifetime warranty.

  Business Response

  Date: 11/15/2024

  I checked our records with the gentlemans name email and even his phone  number and no record pulls up. The only other way for me to verify is with a VIN number , and it was not provided to us. This may be a case where the previous shop owner had repaired his vehicle. Gerber Collision and Glass bought this shop in late 2019. Gerber does not carry any warranties for the previous owner. If the guest has a Gerber collision receipt he can call or visit the shop and ask for me and I will make sure he is taken care of if he has a true warranty issue. 

  *** ******

  General Manager

  Customer Answer

  Date: 11/19/2024

  VIN # *****************, RO #**********

  Business Response

  Date: 11/19/2024

  
  VIN # *****************, RO #*****14268   The first first five of the repair order indicates the store *****. The repair order is from our Hemet Location. The address for that store is ************************************** ************

  This location is ***** **************************************************************************;  This customer has picked the wrong location to file a claim under. He choose San Bernardino instaed of Hemet. This repair was not done here. This claim should be closed under the premise that it was filed against the wrong store.

  Business Response

  Date: 11/27/2024

  Gerber Collision and Glass General Manager ****** *. has since sent the complainant an email to further discuss their concerns but has not yet heard back. 

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2013 Kia ******** was towed to Gerber Collision and Glass on 10/16/24 due to damage inflicted to the steering column and dash due to vandalism. As of today (11/20) my car is still not fixed. Gerber was paid by my insurance company, ****, on 10/24. Every time I call for an update, all I get is excuses. Here is a list: ***** - all parts received except streering column. 11-5 - new steering column missing parts. 11-8 - was told that ***** (supervisor?) would call back, he never did. ***** - Gerber Collision found parts in a salvage yard in **************. ***** parts not received by Gerber Collision ***** still no parts received, they're hoping to have them tomorrow. This is absolutely the worst service I have ever received from any business.

  Business Response

  Date: 12/03/2024

  We understand the General Manager ******* *. spoke to the complainant on 11/21/2024 and the location delivered the vehicle to the complainants home 11/22/2024. Thank you

  
  

• Initial Complaint

  Date:11/14/2024

  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.

  Poor workmanship Repairs done improperly,Left paint drips and bubbles Paint started to blister Bumper loose Overspray paint Seals on windshield are unprofessionally installed Paint chipping Shop does not want to warranty their work

  Business Response

  Date: 11/21/2024

  We understand the General Manager ***** *. spoke to the complainant on 11/18/2024 in the morning and informed complainant and they are working on addressing the concerns.