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

  802 Markeeta Spur Rd Moody, AL 35004-2924

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:05/28/2024

  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.

  Accident happened claim number (761205-GO-1) June 29th 2023, dropped off the car July 26th of 23, and picked the car up August 24th of 23. Was told week of original pickup that they backed my car into a truck and that they didn't tell me because the manager walked out, but were taking care of the damage. Shortly after picking up the car the check engine light came on, took it in, was told it was a chewed charcoal canister wire, also discovered missing weather stripping. Was moving so did not have time to resolve issue in ********. On trip to **** the Wheel bearing started grinding (later found at fault of accident) took 4/5 months to get fixed in February. Also had rear wiring harness hang from bottom of car from the bumper and the backup sensors no longer worked. Communicated with **** at shop in ****, Weather stripping put in car end of December, had multiple incidents water leaked into car, when looked at at shop here in **** they pushed the wiring back up and the blindspot monitoring no longer worked as well as backup sensors. Was told I might need a new wiring harness. They needed talk to the Colorado shop. They went back and fourth between the shops and the manager said they are not at fault. **** at ************ Iowa said there is nothing he could do anymore for me and gave me a number for support. Called and they said they would look into the issue. Never heard back from support, found email from Gerber Colorado in email way later because I was not told to look out for email. Emailed back and haven't received anything back. Heavy rain made lead me to finding more water in my car, as well as a rusting door replaced by Gerber. Water pooled under passenger seat all over amp, which now is potentially causing my speakers to clip on and off. Looked in my trunk and found a cupholder full of water and discovered a leak in the rearmost passenger window as well, and a broken door handle on rear passenger door. Haven't resolved prev. issues, or new ones.

  Business Response

  Date: 06/10/2024

  We understand the General Manager ********** reached out to the complainant on 6/3 and advised that they will need to reach out to their ***************** regarding their concerns.
  
  

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21771942
  
  I am rejecting this response because: the insurance called me and told me I need to take it to a shop and have it looked at to deem if it was damage from the accident. The damage that is on the car now was damage done by Gerber, so what if they decide its not damage from the accident? I already brought my car to the **** Gerber location twice and they said there is nothing further they can do based on the Colorado locations responses. Is the Gerber location in **** unable to make that decision.  I have not heard anything from *** since that initial email. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/21/2024

  The complainant has been contacted by the General Manager ********** regarding the following steps with their new insurance claim. 

• Initial Complaint

  Date:05/24/2024

  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.

  Took my car to Gerber to get repaired. When I picked it up I was unhappy. The bumper didn't fit right and the hood was crooked. He stated that's the way Toyotas are made. After a couple of days the bumper got worse. I went back he said its my insurance company's fault. They say its there's for putting a defect bumper on. The service writer left me a message saying that they got a new bumper. But now they wont get me a rental car knowing i wasn't happy at the time

  Business Response

  Date: 06/07/2024

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and general manager ****************** advised him that per ***** we put an aftermarket bumper on the vehicle this is what his policy covers. General Manager ****************** spoke with ***** on 5/28/24 and were advised that they approved an OEM bumper and the complainant does not and never had rental coverage on his policy and said no on the rental, the complainant was advised of the same and all concerns have been resolved. 

• Initial Complaint

  Date:05/23/2024

  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.

  On January 31 2024 I took my vehicle 2015. Acura RDX for estimate 1lower right side bumper damage and fog light and washer fluid bottle and 4wd light .On February 7,2024 was the date to bring in they said they order parts...they had my vehicle from February 7until April 19 th..they drove my vehicle and put almost 200 miles on it with the 4wd light on they kept adding more damage more damage the work was not finished work they said they did wasn't done ,parts of my vehicle is missing I can't understand why the insurance company didn't send a out appraiser because he was months in and they kept giving supplements for very big items.so this is about the damage I believe they did while they had my vehicle .my struts were leaking and now I need tie rods and back end alignment as well as the front they used used bad parts they said they changed the unibody it's bent. They opened my sunroof it was opened when I picked my vehicle up now it's stained my vehicle is at ***** tire because Gerber said I needed brakes. But it's the abuse they did to my vehicle. Estimate ***** 5days then 2 months later 6 supplements 10,788..they told me in text my vehicle was all back together March 18,2024 at there other facility getting cradle put on I was told no way that work was done.my vehicle was in good shape when I dropped it off..now it's in poor shape..So now I have to battle with my insurance company for allowing this all to happen.

  Business Response

  Date: 06/07/2024

  We understand the upper manager ****************** reached out to the complainant via phone on 5/30/24 as well as left a message and sent an email for complainant 6/3/2024 regarding their concerns. Thank you
  
  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21752894
  
  I am rejecting this response because: Reopen #******** I sent paperwork.I rejected because they dismantled my vehicle and I still need repairs that they were paid for.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/24/2024

  We understand the General Manager ************ left a message 6/19/2024 and that upper management ****************** reached out via email 6/24/2024 in hopes of speaking with the complainant regarding their concerns.
  
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21752894
  
  I am rejecting this response because:
  I do not feel safe driving my vehicle to other shop it's about 25 mins away. I don't trust them to do work that they claimed to have done.I replaced right strut that they put on.My insurance sent me supplements for exhaust that they claimed was because of accident ,but will not send me invoice it's just back and forth..I would like to take my vehicle to Different shop to have done what they said was done and payed for.
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/08/2024

  We understand that ****************** the upper management of the Wheatfield Gerber Collision & Glass has reached out to the complainant via email 7/8/2024 in hopes of speaking with the complainant regarding this matter.
  
  

• Initial Complaint

  Date:05/15/2024

  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 have a 2022 **** Bronco that has been at the Gerber Collision and Glass body shop on ********************************************* since 10/30/23. The long retention period was mainly due to a part being back ordered from ****. That part was ordered on 11/2/23 and arrived at the body shop on 3/19/24. I have been in constant contact with the shop and since dropping the vehicle off, multiple people have quit including the first manager. The new manager of the body shop has admitted to me the original technician assigned was not skilled enough to complete job and also quit when questioned about his work. This was on 4/25/24. Since then multiple technicians have tried to complete the repair to which it was decided that they needed re-do the whole job. This involves replacing the rear floor of my vehicle among other things. The current manager said this to my insurance agent but also admitted that there was some frame damage that was not previously disclosed or addressed by the first technician. After hearing this, I told my insurance company, Safeco that I would like the vehicle to be inspected by a certified **** dealership, preferably the dealership I bought the vehicle from. I have yet to hear back from either the body shop or my insurance company. I thought I was doing the right thing by bringing my vehicle to one of the in network shops but the lack of communication has me concerned. I had suspicions about that shop when I talked to them in 2023 which I expressed to Safeco in an email on 12/4/23. I've now been without my vehicle for 6.5 months and have had to arrange my own transportation since 12/1/23 as Safeco only provides rental coverage for 30 days. I've spent over $7000 on car payments and insurance for a car that I have driven since 10/30/23. In addition, I can not trust the work done on my vehicle even if it were returned to me. I was told the vehicle should completed midweek but I have been hearing that for 2 months now. All of this has been very stressful.

  Business Response

  Date: 05/31/2024

  We understand that ************ has been in contact via text messaging with the complainant providing updates on when the vehicle will be tentative to be released on 6/3/2024.
  
  

• Initial Complaint

  Date:05/07/2024

  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 5/8/23 I brought my 2010 ****** Prius to be repaired to Gerber Collision and on 6/1/23 the repairs were complete. Took way longer than they promised. They did not honor their promise with a lifetime guarantee or their commitment to proudly stand behind every repair we complete. They did not make it right.The engine cover liner, that they replaced brand new, partially fell off, got damaged and I had to take the car to Big O to get it temporarily zip tied up. Shortly thereafter, the two front fender liners, that they replaced brand new, came apart from the car and the front passenger fender liner just fell off the car while I was driving down the road.April 29, 2024, after months of minimal communication, they would not reply to my messages, I got an appointment, I took them my car. Believing they would honor their warranty as they assured me, they would take care of the issues and have my car back in a few hours. Two day later, concerned I had not heard a thing from them, I texted to see what was going on. **** called me and told me that car battery was not working, and the car was exactly where I dropped it off two days ago. He then told me he refused to warranty the needed repairs for their faulty work and had the audacity to blame me, falsely accusing me of crashing my car and causing the engine cover and two fender liners to come off and refused any responsibility for the keyless entry not working. His decision to not fix what was clearly shoddy careless work was based on a lie. I did not crash the car. **** took photo of a tiny sage twig, approx. 5 inches long by inch thick, that was in the engine liner, and he took a photo of a tiny in crack in the very bottom of my front bumper claiming that I had crashed my car and caused the damage. This would mean that little twig would have stayed in my car for 4 months through the Colorado winter. The damage to the engine liner occurred when the liner fell off, 4 months earlier, in Dec of 2023.

  Business Response

  Date: 05/24/2024

  We understand the General Manager ************ reached out to the complainant as well as the insurance company Farmers; we understand these concerns are not related to repairs as they are new damages.
  
  

• Initial Complaint

  Date:04/20/2024

  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.

  If I could give this location 0 stars, I would.Id like to start by saying that upfront the present as very confident and communicative, but after about 1 week of my cars estimated 7 week repair job, I saw that was a lie.*****, the ***** rep? *** the location told me hed contact me every Tuesday and Thursday with updates about my vehicle, and I received exactly 2 calls? Maybe?I was originally told my car would be ready on 4/15, took it work to make time to get the car, I called the shop at 10am, to be told theyd call me back. After 2 hours of waiting, I called again and was told We are waiting on a part, and the car will be ready by the 17th.After prying, I learned they knew the part was needed the week before when I was told to come on 4/15, which means they had 2 full days to call me and did not. I then asked for them to cover the rental car because I could not, and they said theyd contact enterprise, to which I learned they hadnt because enterprise called me a day later for payment.I am so I credibly frustrated because now it is Saturday 4/21, and *** left 2 voicemails with no response and ***** who said hed call me FRIDAY when I was allegedly able to pick up my car, did not.I cant even put in to words how upset this entire ordeal is making **** would not recommend this location for ANY SERVICE, I would recommend ***** to find a position where maybe he doesnt have to be held accountable or communicate with another human being.

  Business Response

  Date: 05/06/2024

  We understand the upper manager ****************** has reached out to the complainant via phone as well as email on 4/22/2024 and is awaiting a reply from the complainant. 
  
  

• Initial Complaint

  Date:04/12/2024

  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.

  Dropped off 3/25/24 picked up 4/2/24, ************, ********. Worst shop Ive ever been to. The workmanship is horrible and the general manager is very rude and completely obstinate. They should be absolutely embarrassed to have said the work was complete. They did no prepping of the bumper prior to painting. The paint color of the bumper doesnt match body at all. The wheel well cover doesnt fit properly and with the gaping hole they left contaminates can get up into the body and cause premature body rot/rust. There is misalignment of the air detector and where attached to bumper. They refused to fix anything. They stated insurance didnt pay for modifications, prepping isnt considered modification. They didnt sand or ******* the bumper. The even painted over pieces of loose plastic I called my insurance and had an appraiser look at the unsatisfactory work. I also said I didnt want to return to Gerber for the corrections. The appraiser agreed the work was inferior and paint is quite obvious to the mismatch between body and bumper. State Farm is now allowing us to go elsewhere for the corrections, Gerber doesnt deserve auto be paid again to correct what should have been done right the first time. They should refund me, the deductible and the insurance company.

  Business Response

  Date: 04/24/2024

  We understand the General Manager ************ reached out to the complainant via phone leaving a message on 4/15/2024 and 4/14/204 as well as sent an email to the complainant in hopes of speaking with them regarding this matter. 
  
  

• Initial Complaint

  Date:04/11/2024

  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 went to get care repaired on an insurance claim (I was not the party at fault) I go to take the care for an estimate, then given a time to bring it in for repairs. The next day (today) I get a call to come get my car and drop off the rental because they can't repair my car due to prior damage. My bumper was hit a few years ago and fixed by someone I knew that works on cars. Was not the best repair but was no cracks in bumper anymore. Today I go to pick my car up, there's now a crack in the bumper that wasn't there yesterday. It looks as if bumper was re-cracked in same place that was previously fixed a few years ago. This company is refusing to at least reseal the crack the way it was before I dropped it off. Bad business and unacceptable. No money was paid to them by insurance company yet but they could have at least sealed that crack since I did not drop the car off to them in that condition. The company also did not deny they re-cracked the bumper but advised they cannot help what happens after they begin to disassemble the car. This is not acceptable. They also should have advised me when I took the car in for the estimate that they could not work on the car due to prior damage since it was evident there was work already done on the bumper previously.

  Business Response

  Date: 04/25/2024

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and general manager ******************** spoke with her and the insurance company Allstate on 4/10/2024 and advised her that we would not be able to fix her car here due to unrelated prior damage found. The complainant picked up her vehicle from us on 4/10 around noon.  A representative with Allstate called into our location with the complainant on the line as well. Allstate stated  that the complainant had prior losses on this vehicle, one for the rear bumper (center, Left), and the front bumper. The complainant then stated that the bumper had been repaired prior by someone in a parking lot. The lower portion of the quarter on the left side is rusting, and has damage that had not been repaired from her prior losses. The impact bar has damage on it as well from a prior loss. The complainant confirmed with the Allstate representative on the line that she was aware of the  prior repairs that were done on her vehicle from someone in a parking lot. The complainant said that she did not care about the unrelated prior damage and she wanted us to just put a bumper cover over it. General Manager ******************** advised both the insurance and the complainant that we do not cover up prior repairs; those repairs would need to be addressed. 

• Initial Complaint

  Date:04/02/2024

  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.

  Last June I picked up my Challenger after being repaired by Gerber Collision. The very day I was to pick it up I got in my car backed it out of the parking spot and realized my car was not right, the dash lights are not working and the exhaust vent (air) was not opening and closing correctly. I told ******** I wasnt going to take car if it wasnt fixed correctly. She promised since my car was drivable it would be ***********. We are now a few months before I have no hope of my being fixed correctly because both my insurance co (Liberty Mutual) and GerberCollision just want to avoid and make excuse's until time has ran out. I have been patient thinking I was doing the right thing, but nobody want to do their job correctly and are quite offended if you insist. Please help, thank you **********************.

  Business Response

  Date: 04/16/2024

  We understand the General Manager ****************** spoke to the complainant on 4/9/2024 and is scheduled to go back to the location on 4/17/2024 at 8am to have concerns looked at. 
  
  

  Customer Answer

  Date: 04/17/2024

   
  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:03/11/2024

  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.

  Collision 12/12/2023, repair on 01/16/2023. After 23 days they contacted to inform repair complete and is good for pick up.Picked up the vehicle,paid the $500 deductible,to find when driving it it had overinflated tires & found my passenger door speaker no longer worked.The following day on my drive to work and back the vehicle began leaking coolant & the gauge hitting high level. An email was sent with photo proof of levels/leak area. Next day contact cited waiting on a rental reservation.Never heard back until 3 days later.Car went back under Gerber warranty coverage, it was told to me it wouldn't be billed through my insurance claim, would only be handled through their warranty coverage.Days following insurance contacted, all concerns had been added to my insurance claim. This was then discussed w/ the gm.Gm confirmed all concerns would be addressed with ins as part of the claim but no liability to me as they'd handle costs and repair of all concerns. I was told vehicle was ready for pick up again, receiving a followup email later citing their tech lost the cover plate to the passenger door a new one was ordered, picked up car without coverplate. Checked all repairs at Gerber coolant was at same level as it came in at on top of the missing coverplate. Gerber filled the tank back up to proper level. Following day they replaced the coverplate. That night I find that my door panel lights no longer work which worked previously.This vehicle was brought in drivable with no under the hood or interior concerns; coming back with a mechanical issue and several interior issues that were never an issue previous to dropping the vehicle off which includes the door panel of which repair was done on and is still non repaired to the same condition including plastics having been removed in the back never put back on correctly resulting in the requirement of now ordering new parts and taking it elsewhere for additional repair. Asking for full refund.

  Business Response

  Date: 03/26/2024

  We understand the Market Manager ************ has reached out to the complainant on 3/15/2024 and their concerns are being addressed at another location.