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 has 233 locations, listed below.

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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:08/19/2024

  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.

  It has taken me a year and the encouragement of my therapist to finally share my experience with Gerber Collision. In September 2023, I took my Tesla Model 3 to their shop for trunk repairs, trusting them as a Tesla-authorized center. Unfortunately, it turned into one of the most disheartening experiences I've had with a business.When I picked up my vehicle, I noticed several items missing from both the center console and back seat, including a dog bed. The back seat liner was mishandled, with stains and signs it had been forced back incorrectly. *******************, who oversaw the repair, agreed the vehicle had likely been broken into and assured me the shop had surveillance footage. He promised to review it and get back to me, saying, "We will make it right." But after submitting a list of missing items and waiting a month, I received no updates despite numerous follow-ups.When I finally got a response from the General Manager, *****************************, it was dismissive and disappointing. He referenced a poorly framed, timestamp-free photo to suggest the items might not have been there. He also deflected responsibility by pointing out the shops location near a homeless population and mentioned their vehicles arent always securely locked. This felt like an excuse rather than addressing the real issue, especially since another theft had occurred just a week before.After expressing my dissatisfaction, I was accused by **** of trying to take advantage of the situation with my list of missing items, which was deeply hurtful. To make matters worse, their regional manager only offered to reimburse me for a dog beda token gesture that didnt address the broader issues or the breach of trust. To this day, I have received no surveillance footage, investigation report, or further updates.This was my first and last experience with Gerber Collision. I noticed they are no longer listed as a Tesla-authorized center, and Im relieved others wont have to go through what I did.

  Business Response

  Date: 09/04/2024

  We understand that the General Manager ************ left a message 8/27/2024 in the morning and the upper manager ****** left another message 8/27/2024 late afternoon for the complainant in hopes of speaking with them regarding their concerns but have yet to hear back as of yet. Thank you
  
  

• Initial Complaint

  Date:08/16/2024

  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 been in a car accident a few months ago. My insurance company told me to use Gerber and that they would pay for the tow. Gerber "repaired" my car. However when I got the car back the radio and ac didn't work. The leather on the front of my dash was peeled back and shrunk from being stored outside for months. When I asked the tech about these issues specifically the radio and ac he instructed me it wasn't from the accident and that they didn't know why it happened or how they could fix it. While the car was at the shop I did receive a phone call from them stating my car was "complete" but they had to recharge the battery because they let it die. After I took my car to the ***** dealership and they fixed the car finding out the issue was components were shorted. They were not able to prove that it was from the accident though since another shop had already touched the car. Those expenses came out of my pocket. Everything worked perfectly before the accident and before Gerber worked on it. I had to pay thousands of dollars to get the repairs fixed as well as paying for a rental car. I wanted to make this report before I take them to small claims court to prevent this from happening to other people and to compensate me for repairs and time.

  Business Response

  Date: 08/30/2024

  Gerber Collision & Glass is aware of the complainants' concerns with the radio and market manager ******* *. has been in contact with him and ****************** to discuss this matter. The complainant was advised that ******** declined the radio and all concerns have been resolved. 

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22154076
  
  I am rejecting this response because:
  My amp was determined shorted due to accident by another auto shop. In addition ******** covered half of the cost of the amp and the other auto shop said that they couldnt determine the whole bill (radio replaced and amp replaced) to be from the accident because Gerber collision worked on my car before them. 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/18/2024

  We understand the Upper Manager ******* *. reached out to the complainant and is working on setting up a meeting to go over concerns when time permits for the complainant.
  
  

• Initial Complaint

  Date:08/15/2024

  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.

  I scheduled and appointment at Gerber Collision. During my appointment the adjuster asked if the repairs were going through my insurance. I said yes. He asked what company and I provided the information. They asked if I wanted to wait or have emailed. I said email to save both our time. I took several days and was very expressive.After contacting my insurance they had me do a 2nd estate that was 100% lower. They had seance contract me advising they do not have access to an alignment rack and should find a new shop.I can find a new shop but dont understand how a body shop cant do alignment and why their estimate was 100 % higher than Allstates estimate.Seems like illegal insurance fraud to me.

  Business Response

  Date: 09/04/2024

  We understand the Market Manager ****************** has left a message for the complainant on 8/19/2024 as well as on 8/21/2024. ******* has also sent an email to the complainant on 8/21/2024 in hopes of speaking with the complainant regarding their concerns, however they have yet to hear back as of yet. 
  
  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22150690
  
  I am rejecting this response because: I did receive 1 phone message and was told he would try back. Did not ever get a return phone call or message nor did they send an email. It seems they used new OEM parts for their estimate. Allstate does not accept these part for repairs. You would think Gerber would know how to quote an insurance estimate accurately.  Unprofessional organization. They had 1 job and they messed it up. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/12/2024

  We understand the upper manager ****************** has attempted multiple times via phone on 9/10/2024 and 9/12/2024 to reach the complainant as well as via email but has been unsuccessful reaching the complainant.
  
  

• Initial Complaint

  Date:08/15/2024

  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.

  I left a review last month about the absolutely atrocious customer service I received at the ******** location, and the shop immediately fixed my car and got it back to me. When I received it back, the inside had not been cleaned so there is still glass in the interior from my broken windows. Additionally, there is still a crack in my bumper that they did not bother to fix, and I can hear broken glass rattling around in my rear liftgate every time I open and shut it. They didn't bother removing the broken glass when they fixed the liftgate and replaced the rear windshield. Not only did I have a horrible customer service experience, but my car isn't even fixed well. I have not contacted them about this because I don't want to give my car back to them to finish the repairs. I want my deductible ($995) refunded so I can hire someone else to fix the issues and have the interior professionally cleaned. I don't know how you people are still in business. Please send me a check for my full deductible immediately.

  Business Response

  Date: 08/27/2024

  We understand the General Manager **************** reached out to the complainant on 8/23/2024 and the complainant advised they do not wish to bring their vehicle back to Gerber Collision & Glass and asked for a refund instead. It is our understanding the General Manager submitted a refund request.
  
  
  

• Initial Complaint

  Date:07/23/2024

  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 had my car placed in Gerber collision and glass on 05/24/2024 . I received my car on 06/ 11/2024 and I had a few complaints it seems as though it felt on deaf ears .. Upon leaving the next day I noticed that I had bolt missing on my back tire and spots of paint on top my car which was was addressed.. So the next day I show the person in charge I had a stretch on my door which these doors was replaced so they were new and also I pointed out that my panel is not on track and also damaged the interior of my car oil Stains they denied wrong doing in these particular complaints ****** tank was on empty. This is just a brief of my complaintsFor a total of ******. 71 .. Thanks in advance

  Business Response

  Date: 08/07/2024

  We understand the General Manager ********************** reached out to the complainant 7/25/2024 regarding their concerns. Thank you
  
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22030690
  
  I am rejecting this response because:
  

  Good evening I am not satisfied with ****** collision decision because no one has reached out to me ever any time I had an issue I had to go over there unannounced to bring  light to my complaint.. so no I am not satisfied with nothing because no one has called me and done nothing to my vehicle ..On 7/25/2024 no one contacted me and no never contacted me can  you please 
  Help me get my issue resolved Thanks..

  To whom it may concern: of course Im not satisfied I still have pieces missing of my doorAnd damaged to my door and interior on the25 of July ..I went to bring to the manager attention about my complaint Only thing that was addressed that day was getting paint off the top of my car and that was done incomplete.. Please Help 
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/15/2024

  We understand the General Manager ********* reached out to the complainant again on 8/15/2024 advising the complainant the concerns they are advising with stains on the headliner and the scratch on the door will not be repaired as Gerber Collision & Glass had nothing to do with it and shown the complainant the pictures of the vehicle taken after repairs showing there was no scratch.
  
  

• Initial Complaint

  Date:07/16/2024

  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.

  This happened approximately 2 years ago. I brought my truck to Gerber in ******* for an insurance claim repair. They took the truck apart, told me they had ordered parts, I waited for min. 6 months for the parts to arrive. Only some parts came, not all the parts they had ordered. I then asked for Gerber to simply give me my truck back, with the parts that had arrived. They informed me that in order for them to put the truck back together, I would have to pay them $6000. I did not have the funds to pay, so they delivered my truck back to me in pieces, with some replacement parts they had ordered missing, some appeared used. I have tried to reach out to the ** and local office, no one has been able to help me. I have just recently learned about Better Business Bureau, thus I am reaching out now.

  Business Response

  Date: 08/07/2024

  We understand Davyln P. reached out to the complainant leaving a message 7/22/2024 at 2:11 PM and has been unsuccessful reaching the complainant regarding their concerns. Thank you
  
  

• Initial Complaint

  Date:07/10/2024

  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.

  Vehicle was stabbed and I claimed it on my insurance with a 1,000$ deductible when I received the car back it was in worst shape then when I brought it in

  Business Response

  Date: 07/18/2024

  We understand the General Manager **** reached out to the complainant. The complainant is scheduled to drop off their vehicle on 7/22/2024 to have their concerns addressed. Thank you
  
  

• Initial Complaint

  Date:07/08/2024

  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 took my 2013 ****** sienna minivan to this location to be fixed on June 24 2024. It was front passenger side damage. Bumper and wheel. There were scratches and marks around the van from previous damage. They specifically said they could not touch the passenger door. I said fine, I know its previous damage. I got the vehicle back with a big chip out of the passenger door. I thought they said they couldnt touch that door? I told them about it. They said there is nothing they can do. No offer of money off. No offer to touch up the chip. Just nothing the can do. They keep insisting that there was previous repairs of that door. I bought the vehicle new from the dealership. I know of all the repairs made and that door has never been repaired.

  Business Response

  Date: 07/19/2024

  We understand the complainant has their vehicle back at the location. The location will be replacing the control arm that was approved by American Family. Thank you
  
  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21958503
  
  I am rejecting this response because:
  I took the vehicle back to the shop for them to repair the list of things that were wrong. This is their final product. This is a brand new bumper.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/05/2024

  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.

  Gerber Collision was selected by us for repairs for a small accident in October 2023. The repair to our vehicle was mainly the cooling system and front end damage.From the time we received our vehicle back after repairs were completed we have had to return our vehicle numerous times for faulty workmanship and repairs.Our 2018 ***** CR-V overheated and we called Gerber and were told to bring it in, no offer to tow or arrange for towing. We returned the vehicle to be told they couldnt find any reason for the over heating, this overheating happened again within 30 days.We were inconvenienced again and told they could not diagnose our vehicle until it ran hot again.Next time iit overheated, we called had it towed and a rental car was provided. But this was after a email to HQ. This was not repaired because we were having issues, it was because we had to contact HQ to get results. Finally repaired again with a hairline crack in the radiator they put in our vehicle in the beginning.How much damage was done to our vehicles engine with all the overheating with no results from Gerber.About a month ago our car overheated again, we called and were told to take it to ****** as they are specialist. ***** concluded that the faulty radiator Gerber sourced and used was the cause of our vehicle needing an entire engine replacement.We communicated this with Gerber and an employee named **** whom weve never communicated with told us it was too long after the repair and he told us numerous times to take our vehicle to *****. Which is completely false. We would have gladly taken our vehicle to ***** if it was suggested. As we did immediately after it was suggested by ****.Gerber is 100% responsible for our engine damage. We were hung up on and refused a copy of our repairs and notes by ****. And feel lied to and that we need to just accept the faulty repairs and non certified parts Gerber needs to stand by their warranty. We will update if Gerber does make this right .

  Business Response

  Date: 07/10/2024

  Gerber Collision and Glass has been in contact with the complainant. Market Manager ************** has since inspected the complainants vehicle and confirmed that there are no workmanship issues with the repairs completed. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21946684
  
  I am rejecting this response because:

  our vehicle was brought to Gerber after an accident to the front radiator area .  Radiator was faulty and misdiagnosed 3 times.  Resulting in our car overheating multiple times.

  the overheating from the faulty workmanship and poorly inspected parts used is the cause of the engine failure.

  we are in contact with an attorney at this time and feel confident with our second and third certified mechanic opinions from area shops.

  We will never refer or recommend Gerber Collision in Notth Port to anyone.  It saddens me that they know it is their poor workmanship and parts that caused our engine failure and they simply dismiss our complaint without a solution or taking some ownership of the issues.
  

  It disappoints us that Gerbers new manager is not any better then the last manager theyve had in the 7 months theyve been in **********.  Its not a good look for Gerber.

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

  Business Response

  Date: 07/25/2024

  We understand **************** has reached out to the complainant 7/24/2024 and advised ***** and Gerber Collision will not be replacing the complainant's engine. 
  
  

• Initial Complaint

  Date:06/06/2024

  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 am writing to express my extreme dissatisfaction with the service I received from Gerber Collision and Glass. After soliciting their services through my insurance company, ****, for a car accident, I have nothing good to say about this business.My car sat at their facility for three weeks without anyone contacting me or returning my calls to provide updates. I had to pretend my boss was my husband to get someone, a **************, to talk to me face-to-face. He assured me my car would be taken care of, but this was not the case. Even then, the adjustor refused to speak to me directly.I was promised the car would be finished, but when I went to pick it up, ************** didn't allow me to test drive my own car; instead, he drove it himself. This left me with no way of knowing if the car was actually fixed. After leaving the lot, I found that the same issues with the car remained.The issues with my car were numerous and unacceptable. I had to return to the location seven times trying to get all the errors with my car fixed, but they never were. Eventually, I had to speak to a supervisor to explain the ordeal I had been through. He rented a car for me and assured me he would make sure my car was fixed. However, the next day when I returned to pick up my car, the air conditioning still wasn't fixed, the alignment was still off, and there was a heat kickback issue, making the car twice as hot and undriveable without the windows down.It is now 10 months later and my car still isn't fixed.I have tried contacting corporate numerous times and failed. I returned to the Gerber location to get the proper contact information for corporate, only to be given an email address that does not work.Gerber Collision and Glass was paid $10,000 to fix the damage on my car, and now my car is in worse shape than it ever was. As a single woman, I was treated very unprofessionally, and the customer service was horrendous.

  Business Response

  Date: 06/18/2024

  We understand the Market Manager ************ reached out to the complainant and had their vehicle taken to the Gerber Collision & Glass - Duluth location to have concerns addressed and the complainants vehicle was completed today and will be picking it up. The complainant advised they will notify **** when the vehicle is picked up and if there are any other concerns.