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

  25 Green St Akron, OH 44303

• 

  Gerber Collision & Glass

  1196 Broad St Sumter, SC 29150-1945

• 

  Gerber Collision & Glass

  9817 Farrow Rd Columbia, SC 29203-9721

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:12/01/2023

  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 had 2 separate incidents that I brought my vehicle to the above named business. The first time in August when I required paint work and new tires put on because one was stabbed. In October I brought my vehicle to them when a coyote ran out and hit my vehicle and caused a lot of damage to my vehicle. My vehicle hasnt been properly fixed by this shop and the manager refuses to fix the situation. The employee/employees at Gerber Collision didnt fix my vehicle adequately how they were supposed to! They were quick to take money from me and the insurance company but now they dont want to fix and make sure my vehicle is safe!!

  Business Response

  Date: 12/15/2023

  We understand the General Manager ************ has reached out via email in hopes of speaking with the complainant's concerns. At this time we have not heard back from the complainant.
  
  

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was involved in an accident 05/03/2022 with a deer. I did not receive it back until September 2022. I finally had a chance to bring it to another repair facility and the email below is from new shop ABOUT Gerbers horrible repair. Ive spent $2,000 out of pocket for a rental vehicle during that time and also paid a $100 or 250 deductible. Good afternoon, In taking the front bumper off and removing the headlights we have found both headlights to be damaged and missing parts. The front impact bar has minor damage, as well as a radiator shroud, and 2 air guides. The right front wheel liner is the incorrect part and has no mounting point for the right front ABS sensor. If you have any other questions or concerns please call the shop at 610 25* ****. Thank you and have a great night.****The above is an email from a repair facility who is now working on my car after over a year of repairs done by Gerber. This shop not only committed insurance fraud by claiming they repaired/replaced parts this new facility claims are missing but they also stole a motor out of an adaptive headlight that wasnt even involved in the collision and THEN pinned the issue on me claiming to never have touched the headlight? Lets be mindful both headlights had no issues prior to the accident.I strongly advise you to never bring your car to this shop. Let me also remind you that I received my car back after almost 4 months, maybe more, and less than 24 hours, it was back in the hands of Gerber because the hood wouldnt latch and the side skirt was falling off, parking sensors didnt work and the radio would not work along with adaptive headlight codes they never fixed and not to mention a flat tire en route because they ran over a bolt from another vehicle in their garage. Absolutely disgustingly poor service and repairs. I will be filing a formal complaint with BBB and *********************

• Initial Complaint

  Date:11/15/2023

  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 fabricated and otherwise created damage to fraudulently obtain funds from ****************** Listed damage from prior incident(s) not related to subject claim. Improperly obtained monies not otherwise ***********.Photos supporting the above fabricating otherwise created damage shall be emailed to the BBB under separate cover. Those photos have already been submitted to Gerber collision.

  Business Response

  Date: 12/01/2023

  Gerber Collision & Glass is aware of the complaints concerns with the repair bill and market manager ****************** spoke with her on 11/16/2023 and explained  how our industry works and the processes we have set in place to ensure proper repair methods. ****************** also explained  in depth that the morality and business ethics of our team is impeccable. He did assure her that he would review her issues through her eyes with skepticism and give her a true honest opinion. After review nothing was done outside of accordance to how we should operate. The complainant now has a firm understanding that we did everything on our end properly and she thanked him for his time and all concerns have been resolved.

• Initial Complaint

  Date:11/09/2023

  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 September 1st we were on our way from ** driving to VA. Just as we crossed the VA border our vehicle struck an animal. The car had front end damage and completely drained all antifreeze. The closest to our house that the insurance would tow was ******* **. They sent ** to Gerber ********************************* on ************. Our car was towed to Gerber on September 5th. The process of evaluating the vehicle moved forward. They submitted their estimate to our insurance company. The estimate included changing out some hoses and replacing the bumper. We received the car back the first time. Within 5 miles the car overheated and the antifreeze drained from the vehicle again. The car was towed back to Gerber. This time they said that the radiator needed to be replaced because it had been damaged in the accident and the system needed to be recharged. After several more weeks the car was returned to us for a second time. The car made it home, where it gave an engine code reading that literally said do not drive the car. It as towed back to Gerber. We insisted that they bring it a car to a dealership to be fixed. They then replaced the thermostat and the spark plugs (which had both been replaced 3 months earlier with routine maintenance.)We received the car back the third time. This time made it 12 miles before the car started overheating and we had to pull over. We had the car Towed back to Gerber again.After several days of no communication Gerber called to tell us that the head gasket was blown and that it must have been preexisting and that they were having the vehicle towed to our home. That they were not responsible. They said that "there is 0% chance that the car overheating could have cause the head gasket to blow."So after what is now 8+ weeks having payed our down payment requires by the insurance company we are now out a car and the money for the deductible because they misdiagnosed our car to begin with causing cascade failures to happen.

  Business Response

  Date: 11/24/2023

  We understand the Market Manager Seirra T. spoke to the complainant on 11/13/2023 and per the complainant they wish no further contact from Gerber Collision & Glass.
  
  

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20851457
  
  I am rejecting this response because: They did not try to contact me or resolve the issue on any date after they towed the car back to my house and said that it was now my problem
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/01/2024

  As of today's date 11/1/2024 we are aware of the complainants concerns with the vehicle overheating and it was explained to her by market manager ****** *. that this issue was happening prior to the accident and is not related to the claim and was not caused by Gerber. 
  
  --
  ***** *******
  Customer Care Team

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 20851457
  
  I am rejecting this response because: 

  The vehicle has never been in a prior accident she lied to corporate if she said that. They broke our car and also failed to respond to the states attorney General in regards to this case. Lawyers have been contacted. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/08/2023

  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.

  This business has consistently failed to do their job of repairing my vehicle. I have had to return the vehicle to this business about a half dozen times in order for them to fix their mistakes. When they fix one mistake, they create another. Most recently they fixed the paint on the front bumper after they scraped it off while fixing a bracket they had broken. When they remove the bumper they broke both brackets again. The manager was actually shameless enough to try and convince me that this may be the way the front bumpers sit on my vehicle and that they likely updated the bracket. He assured me that he would look into it that day and call me back which he never did. This is the same manager who delayed the initial work on my vehicle because he forgot to file the paperwork.At this point I would rather have another local bodyshop fix the bumper and gerber can pay the bill.

  Business Response

  Date: 11/21/2023

  We understand the General Manager ********************** reached out via email on 11/8/2023 and the complainant dropped off their vehicle to have a new bumper replaced however at this time there is a national back order. The General Manager ********* will contact the complainant once the new bumper arrives.
  
  

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20814669
  
  I am rejecting this response because:

   

  I accept the situation, but do not wish to click the accept response button as it will close the case out. I will consider this matter resolved when I pick up my vehicle and see that it has been properly repaired. ************** has kept in contact with me and advised the vehicle should be finished tomorrow.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/06/2023

  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 did not have a good experience. This was my 1st encounter, through USAA, with Gerber. Their communication was very lacking and unorganized. They had my car for a whole month (**** - *****). During that time, they called me numerous times to tell me my car was ready or would be ready the next day and then it wasn't ready. The only way I'd find out it wasn't ready, was by calling. They didn't call me to tell me things had changed and one time I waited 2 days before calling, after they told me it was ready, only to be told they had to take it apart again. I understand things change, things come up, but it's important to communicate with the customer. Also, not saying it's ready, until they're 100% sure would also help. Very frustrating.After getting my car back, I also noticed that there was mouse p*** in my trunk, also in my spare tire compartment, and it had chewed holes in my new car cover. The worst part is that at least 1 of the mice died in my car and I can't find it. The smell is soooo terrible. When I called the repair shop and spoke to *******, she took no ownership of the problem and wanted to see what my insurance would cover. I brought my car to this shop with one issue and it was returned to me with a whole other issue. An issue that I feel could have been avoided.An appraiser came out from my insurance and advised that the smelI seems to be coming from the passenger side. I believe it is somewhere behind my glovebox. I definitely don't feel as though this should be MY issue to deal with. I also don't think I should have to put out anymore funds to have this issue corrected. I'm hoping someone can assist me with a resolution.

  Business Response

  Date: 11/21/2023

  We understand the Market Manager ****************** reached out and spoke to the complainant on 11/8/2023 and also met with the complainant on 11/10/2023 and no deceased rodent was located and no further action is required.
  
  

• Initial Complaint

  Date:10/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my truck repaired at this shop but theres still many things not properly install or damaged the shop its located in **************************************************************

  Business Response

  Date: 11/13/2023

  We understand that both the General Manager ************** as well as the upper management ******************** have been in contact with the complainant. We understand that the complainant is scheduled to have concerns addressed this week.
  
  

  Customer Answer

  Date: 11/14/2023

   
  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:10/17/2023

  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.

  Our Infiniti QX50 was involved in an accident on 8/4. We took the car to Gerber Collision in late August. After numerous phone calls, they finally completed the repairs on 10/31. I was on an out-of-state trip, but ***** insisted that we pick up the car on the last day of the month. However, upon inspection, I noticed that the under-engine cover (included in the attached picture) was missing. I tried contacting Gerber, but I was informed that ***** was no longer with them. The lady I spoke to advised me to email the picture to their company email address, which I promptly did. Despite making several follow-up calls, I never received a response.Recently, I received a certified mail from Gerber, and that's when I realized that there was an outstanding payment due. Until that point, I had not received any phone calls or emails from them. I attempted to reach out by calling the provided number and asking for *****************, as well as inquiring about the manager named ******, but unfortunately, I had no success. On 10/10/23, when I called, the lady who answered the phone put me on hold for 10 minutes and then returned to inform me that ****** would call me back in 5 minutes. However, I have yet to receive any such call.I expect Gerber to rectify the situation by completing the necessary repairs on the car, as originally agreed upon. Until this is done, I am withholding any payment for their services.

  Business Response

  Date: 11/01/2023

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and customer service representative **************** reached out to him on 10/19/23 and 10/30/23 and left a voicemail requesting a call back to discuss this matter further. Customer service representative **************** again reached out via email on 10/31/23 and the complainant has not responded to our contact attempts at this time. 

• Initial Complaint

  Date:10/10/2023

  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.

  6/20/23 I was t-boned in my 2021 ****** Tacoma. My insurance recommended Gerder collision for my repairs . My driver door was dented in but nothing else you can see from the surface was visible. I drove my truck until I turned it in to them on 8/21/23. I was told the repairs would take 15days . Sent me the estimate for $6425. I got a call back around the first week of September saying I needed frame work for my bottom driver door side . I agreed which pushed my pick up date back two more weeks . I didnt hear from anyone so on 9/21/2023 I asked for an update and my updated estimate. *********************** sent it over and *** noticed the repairs went up to $14,392 but she would not give me an update on my truck status. They kept saying its almost done or half way finished . On that same day I started to call to ask for a real update on my truck and was told my truck was in pieces which was weird because they got two checks from my insurance but nothing was done . I was also told they needed more money for more hidden damages . As I looked over the last estimate they sent me ,I seen it was a lot of extra stuff put on there. I let it go since I am not a auto body mechanic. On 9/25/2023 I got a message from my insurance stating my truck was totaled. I called gerder and they had no idea but did state they asked for more money for repairs that morning . I was very confused because the frame was fixed and they had all the pairs (so I was told) . I asked for the latest estimate but was met with attitudes , ignore emails and calls .I still to the day do not have the last estimate! I went to clean out my truck before it went to the junkyard and seen that my windshield, hood, whole left fender,both driver side doors , driver side taillight, right side tire guard , and back window were all GONE!! I could see where they welded the door frame at the bottom but it was completely fixed so why more money ?! I want that last estimate for my own document but they refuse to sent it .

  Business Response

  Date: 11/02/2023

  We understand Gerber Collision & Glass has not reached out to the complainant based on their prior requests for no further contact at this time. Thank you 
  
  

• Initial Complaint

  Date:10/02/2023

  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 was hit by another driver on 7/7/2022 and my insurance company sent me to Gerber Collision and Glass for my estimate and repairs to my car. I took my car in for repairs on 10/24/2022 and they called me the next day to come pick up the car again because the replacement parts shipped in broken. I took my car again in November or early December to have the repairs made. It was not repaired to pre-accident condition. The windshield that was damaged in the wreck had not been replaced, my windshield wiper fluid reservoir was not replaced and still leaking fluid profusely, my horn had not been replaced and didn't work at all, and the trim around my tire wheel well was popping off and not secured properly ( and eventually snapped off and flew off into traffic while I was driving to work). They and my insurance company knew in full detail the damage acquired during the wreck and what all needed to be fixed. I have been constantly trying to contact Gerber about the repairs to my car that have not been completed, and the repairs that need to be fixed from their faulty work. I took my car back in March 2023 in person and had them look at it. They told me then that they would order new parts and get everything fixed, but have failed to follow through. I have gone by in person and called several times with no results. On the phone I am consistently told that they're waiting on parts, or that parts have come in broken, or that someone will call me back and no one ever does. I called again three weeks ago, asking for an update or any answers and was told the man who ordered the parts would call me, and he never did. It has been a year and three months since my car was in prewreck condition and Gerber has made it as difficult as possible to try to fix my car or receive any help.

  Business Response

  Date: 10/17/2023

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their ******************* manager **************** spoke with her on 10/4/2023 and explained that we can take care of the windshield and molding for her as early as next week, we will call her back as soon as we have the parts at the shop and schedule the appointment. Also explained that the other 2 parts are still on a national back order and we will take care of those as soon as we get them. The complainant has since been back and we have replaced her windshield and washer fluid reservoir; there is one more part we are waiting for - once received we will schedule her back in to complete the remaining issues and all concerns have been resolved at this time.