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:11/11/2024

  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.

  I originally went to the **** Rapids location. That's where all my paperwork was signed and my car delivered to them. I was told it would look "original". After 3 trips back to them, my car does not look "original". I was not notified that it DID get transferred. The company never did call.The fish-eye on the door. Were OEM parts used, am I just being taken for a ride?

  Business Response

  Date: 11/25/2024

  We understand the General Manager ***** *. has reached out to the complainant 11/18/2024 in the morning and understands the repairs have been completed and the complainant is satisfied and also asked for additional buffing on his right front door and repairs were completed per their complainants request was also informed about the *** parts that were used. The complainant advised they were a former painter and a good eye on their vehicle. Thank you

  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22539466
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/08/2024

  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 handicap van needed repair after I was rear ended. Gerber told me that they could fix the vehicle. They decided that they could not repair it but recommended a body shop in *************. They would have to transport the van to ************* which would be an additional 900 dollars and they also made me pay for the parts that they has already purchased. They transported the van and the parts to *************. Oklahoma City then said that they could not repair it as they were too busy. I was informed that I needed to retrieve the van and parts from the body shop in *************. I retrieved the van and asked Gerber to take back the parts since I did not get the van repaired so that I could take the van to another shop. Gerber informed me that that they had no use for the parts and that I was stuck with them. They are currently sitting in my garage. The bottom line is I paid for a repair that I was promised. Gerber reneged on that promise and I am left with a garage full of parts that I have no idea what to do with.

  Business Response

  Date: 11/19/2024

  Gerber Collision & Glass is aware of the complainants concerns regarding the charge for parts and general manager ***** *. attempted to reach her on 11/7 & again on 11/15 to let her know that we have submitted a refund request for the amount paid and have not received a return call. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22417076
  
  I am rejecting this response because:

  The issue has yet to be resolved. In their response they stated that they had reached out to me on 11/7 and again 0n 11/15. That information is not accurate. I have spoken with ***** B on several occasions and I have the phone records to corroborate my statement.. I have spoken with ***** on 11/8/2424, 11/12/2024,11/19/2024, 11/21/2024 and each time we have spoken ***** has assured me that his organization was going to refund my money. I spoke again with ***** today 11/26/2024 and he again stated that they were waiting on a check to come from corporate office. ***** stated again that he would contact me as soon as the check arrived.

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

  Business Response

  Date: 12/04/2024

  We understand the General Manager ***** *. left a message for the complainant on 12/3/2024 in the afternoon advising the shop has their refund check printed at the shop and ready for pick up.
  
  

• Initial Complaint

  Date:10/30/2024

  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 took my car in to the ******* location (chosen from the ******** list of recommended body shops) for repairs to the right front passenger door of my car - which is 2 years old and was in perfect condition (besides the new dent that needed to be fixed). When I was told it was ready & I picked it up, which was at the end of the day on a Friday, I took care of the paperwork and was sent on my way. I was not shown my car before I left - I wish I had looked at it! While driving home I noticed a white substance all over the inside of the windshield! As I looked around I saw it all over the INTERIOR of my car in random places. When I got home & parked I saw that it was literally all over the car - in the back seat, on the inside of all of the windows, the dashboard, the speedometer display, inside the air vents! On the floor boards, inside all of the door jams, in the cup holders, inside the tiny circular sound system holes! I was unbelievably upset! I called Gerber before they closed that day to find out what happened. The manager said he had no idea but I could bring it back *************** take care of it. When I took it back, he looked at it & said it was nothing that could have happened there! He said "maybe you don't remember it being like this when you brought it in"!! He did try to clean it off, acting like he was doing me a favor! It was absolutely NOT like that when I brought it in!! He had to use a razor blade to get whatever it is off the windshield. I asked to speak with the worker who did the repair-to the door-to try to find out what happened & the manager wouldn't do that. I left after an hour, still not knowing what happened & it STILL not being right. The next day, the white stuff was back on all of the places he wiped it off from! I have no idea what it is or how to get it cleaned! I will not go back there. I wish I NEVER took my car there. They did not do a great job fixing the dent, they ruined my car, and they lied!!

  Business Response

  Date: 11/04/2024

  We understand the complainant responded to the location email and will be setting up an appointment to have her vehicle detailed. We also understand the complainant's issue has been resolved.
  
  

• Initial Complaint

  Date:10/28/2024

  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.

  We picked up our truck on 10/08/24 from Gerber *********************************************** in ******, ** and noticed that there was significant orange peel of the paint all along the repaired side of the truck. Also there were several areas where there were nibs on the truck bed side panel and the rear door, the wheel well was not completely painted, there was overspray in the truck bed, the door jam bolts were not painted, there were finger prints that where made with some sort of sticky substance, that hardened and dried, on the passenger side front right fender (this was not damaged in the accident). This same substance appeared in spots on the front windshield and a large quarter moon shaped impression on the top of the cab above the rear passenger door as if a can was sat on top and left this impression.We immediately notified Gerber *********************************************** Deland, of the subpar repair job. We scheduled an appointment for 3:00pm with ***** *****, the General Manager. We arrived and was told that ***** was on a conference call. An hour later, ***** comes out and asks us how she can help us as if we have not been waiting there for an hour for our 3:00pm appointment. We showed her and explained the issues with the repair job. She looked at the issues and stated that the orange peel was not that bad and did not comment on the other issues. She then stated that she would not be able to have anyone look at the truck for at least a month, at which time we stated that was unacceptable. She stated that they were overwhelmed with vehicles. There was no sense of urgency or concern and a lackadaisical attitude towards the quality of the work that was performed on our ********** this point we do not trust that Gerber can adequately fix the damage they have done, since have made clear that they are overwhelmed with vehicles to repair properly, and our vehicle is not a priority to them. We are disturbed with lack of customer service and especially quality of work at this ******, ** location.

  Business Response

  Date: 10/29/2024

  We understand ******* *. the upper manager of ****** met with the complainant on 10/28/2024 at the *******, ** location and understand the corrective repairs will also be done there as well. Thank you
  
  

• Initial Complaint

  Date:10/17/2024

  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.

  On October 1, my vehicle was involved in a fender ******. The insurance *** of the other party accepted liability and sent the vehicle to Gerber to have it repaired. Gerber has been postponing the repairs due to, they say, lack of replacement parts. Their latest estimate for completion is now October 29, but they tell me there is no guarantee it will be ready by then. I've asked them to return the vehicle to me until they get the replacement door, but they don't want to pay for the cost of reassembling what's disassembled.

  Customer Answer

  Date: 10/19/2024

  
  
  Better Business Bureau:
  
  
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID 22437550. My issue is resolved and my complaint can be closed. 
  
  
  
  Sincerely,
  
  
  
  Gerard Walschap

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an estimate for repair and scheduled to drop off the car. When I arrived, *** ******, who provided the estimate also checked me in. I could tell something was wrong immediately when he rudely told me to go back and wait inside and then came to get me 30 seconds later. I assumed he was just having a bad day. He then proceeded to reduce the scope of the project without lowering the price. I tried to get him to confirm and he lied. All of this was in a very aggressive manner and I felt bad that my father in law had to hear it. He then started to change his story saying that insurance would not allow him to do it and that I would need to call my insurance to get their approval. I decided not to leave my car with them until we got this straightened out. I got the approval and emailed it to him a few hours later. *** next contacted a friend of his at the insurance agency (not the assigned agent) and accused me of insurance fraud. This resulted in an investigation by the agency in which I was found to be in the right. I shared with them the issues that this individual (*** ******) had at the drop off. I then sent an email to gerber collision, ccing *** and asking to be assigned to a different estimator for the repair. When I did not hear back, I called and *** answered the phone telling me that they will not be able to do the work. I then went to another shop and got a quote that had higher material costs but similar labor costs. My guess at a motive: I believe he may have misquoted me and instead of owning up to his mistake he made a poor decision of trying to come up with another reason not to have to do the work so as to protect the relationship with the insurance company. In doing so he personally attacked me and accused me of a crime which is obviously unacceptable. I believe that his company should know the story so that they have an opportunity to make it right. One disgruntled employee should not be the representative of this overall company.

  Business Response

  Date: 10/23/2024

  General Manager ****** *. from Gerber Collision and Class has been attempting to contact the complainant and has since left 2 voicemails to further discuss their concerns and work towards a resolution.   

• Initial Complaint

  Date:10/16/2024

  Type:Delivery 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 in *****, ********** billed my insurance carrier $4,659 (Snugtop camper shell) + $142.50 (labor) which was paid to them on 7/24/2024. I asked about the camper shell replacement when the other work was completed and I picked up the truck on 6/10/2024. I was told that it was ordered and the Snugtop vendor would call me when it was ready for installation. Gerber never ordered the parts or contacted the vendor. I have been calling near weekly inquiring about the matter with Gerber rep **** ****". Gerber refuses to order the readily available part or allow me the funds to purchase it myself. They have pocketed the money and have no intention of making this right. I believe this is intentional and constitutes theft of moneys owed to me as well as making a fraudulent claim to my insurance company.

  Business Response

  Date: 10/24/2024

  We understand the General Manager ***** *. has made 2 attempts via phone on 10/17/2024 and on 10/22/2024 and has also sent an email 10/22/2024; as of yet the complainant has not responded.
  
  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22432676
  
  I am rejecting this response because:

  This is an example of more games from this company. They received payment for and promised a new Snugtop camper shell for the truck. They failed to do this and promised me a refund check for nearly two months. Ive called many times over the past months - they never followed through, and never called back. To treat customers like this is morally reprehensible. Yes, the business did finally call after the BBB got involved, and sent one email. As you can see from the attachment, I did respond that same day. This was on Tuesday- if a check was really put in the mail, it should have arrived before today.

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

  Business Response

  Date: 10/28/2024

  General manager ***** B from Gerber Collision and Glass Chico, CA has been attempting to contact the complainant and has left several voicemails but has not yet heard back to further discuss their concerns. The shop has since mailed the refund check to the complainant's home address. 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22432676
  
  I am rejecting this response because: ************ conducted business with me in bad faith, never intended to perform the promised work, and kept the money paid to them for the work. They are only paying attention to the matter now, months later, because I have gotten multiple agency involved to arbitrate on my behalf. 2 days ago I received a check from Getber and I am awaiting for the funds to clear my bank. Sure, an apology for wasting my time would be appropriate but I am not optimistic.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/15/2024

  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.

  On 9/9/2024 I brought my 2013 ***** Corvette in for Repair-the Estimate was written by **** ******. I was told the Car would be ready within 7 days (written on repair order) Within the 7 days they had the cae fixed except for the Right Front Headlight=which all of a sudden they can't find.This started a series of misinformation. I was told three weeks ago the part was located in two GM locations one in ** and one in ** . I was told around the 30th of Sep the process was started to purchase the part and that should be handled in 5-7 days. From tht point it has been one lie or stallafter another. Since last Friday 10/11/2024 I have left several text messages asking for a status update-no REPLY. Today 10/15/2024 I called the ****** Fl location which has my Car. **** and the Mgr I was told are out and won't be back till next Mon. WHAT? Is this anyway to run a Business? I asked the nice Lady on the Phone if she knew what was going on. She said they were waiting for a invoice from the Dealer in ** so then Corporate can begin the purchasing process-a process I was led to beleive happened four weeks ago. I should of gone to a Local Shop that has been repaing Corvettes for Twenty-Six years. No I was sucked in by the we are bigger we can will do it better. If Gerber was as good as their prmise I would of had my car back by the 19th of Sept. The folks at the location are Super polite the YES and NO *** to death but the Car sits in the Yard. My Car has always been stored inside the Car was in Show condition-ready to earn a award. I am very worried about the condition of my Car now. Beware of the PR-the lifetime warranty*. I want my Car repaired and returned to me (except for the damage to right front end) in the same Condition it was on 9/9/2024

  Customer Answer

  Date: 10/17/2024

  
  
  Better Business Bureau:
  
  
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID 22426101. My issue is resolved and my complaint can be closed. 
  
  
  
  Sincerely,
  
  
  
  William Dwyer

• Initial Complaint

  Date:10/15/2024

  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.

  6/10/24 I brought my truck to this shop for an insurance repair. After three days I received a call saying that they could not repair it because they needed to order a new frame. This was in direct conflict with what they stated in the estimate and this caused me to waste 3 days in a rental car.9/10/24 I brought the truck back to the shop to complete the repairs, my insurance covered a rental car for me. 9/20/24 at approx. 1p I recieved a call that my truck was completed and that I needed to pick it up by 5p to avoid incurring any more fees and that my rental car needed to be dropped off as well. As I work for a living I was unable to leave work to get the car on time so I worked with my insurance company to cover the rental and storage fees until Monday 9/23/24.9/23/24 I went to Gerber to pick up the truck and was told that there were issues with the engine and that I should "drive it to a ****** repair shop" to fix for me even though when I dropped my vehicle off on 9/20/24 there were zero issues with the engine. After beginning to drive away it was clear that the car was not driveable and was completely unsafe to operate. Gerber said they would fix it and get it back to me.9/25/24 the vehicle was reported as being fixed which was not true and was confirmed by another shop it was taken to that day for vinyl repair 9/30/24 I met technicians from Gerber at my vehicle and they confirmed there was still an issue with my supercharger 9/30/24 until current 10/7/24 Gerber has had my vehicle and done nothing with it, another shop is going to make the repair but cannot until 10/11/24 which means that I have to pay for 5 days of a car rental out of pocket. Gerber should take responsibility for the costs of my rental.I have tried to resolve this with Gerber but as of today they no longer have a manager and will not give out contact information for another supervisor nor will they call me back.

  Business Response

  Date: 10/28/2024

  We understand the General Manager ******** *. reached out to the complainant and the complainant will be dropping off their vehicle to have the light bar adjusted and the complainant will also be going to the dealer for the rest of their concerns addressed. 
  
  

  Customer Answer

  Date: 10/28/2024

   
  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:10/04/2024

  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.

  10/1 I picked up my Jeep. Gerber lied to and decieved by my providing me a FINAL BILL with a specific tire type. Gerber then installed an entirely different tire, without disclosing to me even when I picked up my vehicle and FINAL BILL showing the incorrect tire was installed. Gerber will lie to and deceive you and they express no issues doing such, stating "we corrected on our end, but never notified you or provided you the updated estimate with the different tire, sorry, it is what it is" was their exact verbal response. Listen to the call. I wouldn't trust them if it was the last collision repair entity on earth. They provided me a Final Bill, detailing a specific tire to be put on my Vehicle. However, they lied and deceived me and put on a completely different tire than what was noted on their actual documentation that they themselves provided to me when I picked up my vehicle upon completion. This company evidently is on board with lying to and deliberately deceiving their clients. This is unacceptable, and only true Crooks would work at a place like this.

  Customer Answer

  Date: 10/07/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** *******