Complaints

This profile includes complaints for Caliber Collision Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Caliber Collision Centers

  2941 Lake Vista Dr Lewisville, TX 75067-3801

• 

  Caliber Collision Centers

  6519 Cedar Springs Rd Dallas, TX 75235-5812

• 

  Caliber Collision Centers

  1203 Avenue K Plano, TX 75074-6905

• 

  Caliber Collision Centers

  8135 Gateway Dr Argyle, TX 76226-5737

• 

  Caliber Collision Centers

  978 N Highway 67 Cedar Hill, TX 75104-1867

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:12/06/2024

  Type:Sales and Advertising 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.

  11/20/2024 Quoted - $1381.67 and told it would be less than the estimate (in the $1200 range)Billed - $1589.72 at pick up Provided a written estimate for $1389.67 and verbally told it would be less Provided one price and charged a higher price at pick up No resolution as of this complaint

  Business Response

  Date: 12/10/2024

  I attempted to call the customer and left a voicemail, I am going to reimburse the $209.72 to the customer. 
  
  
  
  ***** *****
  General Manager
  Caliber Collision 

• Initial Complaint

  Date:12/03/2024

  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.

  Full details with screenshots and other proof uploaded in attachments. All details do not fit in this box. Long story short I was in an accident and the vehicle was taken to caliber for repairs. I drove the vehicle to their shop where they then transferred it to to their other shop that was certified to work on ***********. This transfer was made by ***. When I drop the car off there was no indication of low coolant or any smoking. While Caliber had the vehicle dismantled the check engine light was on. They put the car back together in order to transfer it to Land rover for suspension work. The next time the car was driven was by a Caliber employee. The employee called me when he got to the dealership and said the car was smoking. Upon further inspection ********** determined the head gaskets had been blown. I have video of my car running after the accident and screenshots of my Land Rover app showing these issues were not present prior to me dropping off the vehicle. Now the vehicle is not drivable.The responsible branch is at **********************. Spring TX *****

  Business Response

  Date: 12/10/2024

  The Spring - **************** location has been notified of complaint and will be reaching out to the customer with a resolution. 

  Business Response

  Date: 12/11/2024

  The vehicle was load leveled to us form ******* location on 10/9. It was towed. I went to road map it and took my pictures on 10/10 when I was given the file. I turned the vehicle on to take a picture of the mileage and see if there were any warning lights on the cluster since customer mentioned suspension fault lights would come on. We waited for Geico to come out for them to write an estimate. Geico finally came by on 10/16. I went to pre-scan it on 10/17 before I gave the file to be dispatch. Sometime during the pre-scan, the check engine light came on. It wasn't on at the start, but it was on at the end of it. Tech brought in on 10/18 for disassembly. On 10/21 I reviewed damages with tech. Removed the bumper de trimmed the fender and driver door. Did not notice any issues with the engine. No signs of coolant leak.  Looked at the left front suspension since there was more access and noticed that there was a bolt loose for the strut and a nut missing for the strut. Didn't notice any visible damages to the suspension. Once I sent supplement to geico I called Mr. ***** and let him know what we found and what I sent to insurance for review. I mentioned to him that I noticed the loose bolt and nut missing but no physical damage to the suspension. So, I reiterated that the suspension issues he noticed after the accident would have to be diagnosed at the dealer. Later that day the wheel company came by to pick up the wheel to take for repair (scratches/scuffs). They called me to go look at the wheel lug nuts because paint was peeling off of them and one wouldn't come off. They were able to remove but the lug nut and the stud stripped. They took the wheel, and I told them I would let the insurance know so they can cover since it is part of an operation required for the repairs. I called the dealer to get quote on wheel stud and lug nut. They informed me that the black lug nut I was requesting wasn't correct by vin. I asked about the wheel and they said also not by vin. I called customer to inform him of what happened and that the black lug nuts and wheel were not by vin. I also mentioned that I would let insurance know so they can cover on this claim. During the body repair process tech didn't notice any coolant leaks. When the vehicle was in the paint department tech didn't mention any issues of coolant leaks. On 10/31 I post scanned it then took it to Land Rover for wheel alignment, calibrations and diagnose front suspension issues. As soon as I turned the vehicle off at the dealership the service advisor walked out and met on the service drive. He pointed out that it was smoking. We opened the hood to look at what was the issue. He noticed the coolant reservoir was empty but couldn't see where the issue was coming from. He said he would do a visual inspection to find the leak. He mentioned he would have to do that before he could do what it was there for.  When I got back to the shop, I called Mr. ***** to inform him what happened. Once **** at land Rover informed me of what the coolant issue was, I sent a supplement to gieco  and advised to have the adjuster go look at the vehicle so they can send an adjuster for them to decide if they want to cover the coolant issue. I informed Mr. ***** also. On 11/7 Matt St-Amour from geico went to look at vehicle and informed me that geico is not covering the coolant leak on this claim. I called Mr. ***** and left a message to inform him that geico denied the coolant leak to call me back to see what he intends to do since dealer won't do any of the other items till the coolant leak gets fixed. **** mentioned to me that customer showed up at the dealer to look at his vehicle.  On 11/8 through phone conversation customer said he will tow vehicle out the dealer and take to his mechanic to fix coolant issue. On 11/14 customer towed the vehicle back to the dealer. **** was out form 11/18- 11/22. 11/29 I called **** at Land Rover checking on status and informs me that there is still an issue with the coolant system. They did a coolant test and found that there is head gasket issues. I then texted the customer to inform him. He replied that he was aware and that he is dealing with it. **** said that they would do the hub assy, wheel alignment and calibrations but would not test drive due to coolant issue still present. The vehicle was towed back to Caliber form Land Rover on 12/4. I informed tech and wash to not leave running while working on it. On 12/6 I called the customer that the vehicle is ready and would need to be tow out to his mechanic, or to see what customer wanted to do about coolant issue. customer had his accident on 10/08/24, Customer dropped his vehicle off at our Spring location off ******* 10/16/24, The pre-scan show that the vehicle was having issues with the coolant before because it showed an attempt to have the code cleared along with the ambient temperature sensor as well, sidenote to everything as the vehicle was damaged on the left fender and nowhere on the front of the vehicle was impacted.

  Customer Answer

  Date: 12/18/2024

  I am rejecting this response because:   The branch didn't reach out to me. I reached out to them. I was told by the manager at this ******, ******, and basically told that the regional was dealing with it and would be in touch. What I gathered is that intention is to try to prove the issue was a pre existing condition and that the vehicle was only driven 4 miles and their is no way the head gasket could be blown by then. What I would suggest is asking a mechanic.  If the car overheated by the time the 4 miles was up then yes you could have and did damage the engine. I'd like to remind you that ****** called when he got there and told me the engine was smoking. The shop ran a pre scan in which there was no indication of any issues when I dropped it off however it showed prior coolant related issues that had since been fixed. This is for the ENTIRE history of the vehicle.  It was implied that after the accident I must've taken the vehicle to a mechanic to have the codes cleared before bringing it for the body work. ****** was under the impression I brought the car in 8 days after the accident and the damage could have been done during that time, however I brought it in the morning after the accident. Again, my Land rover app tracks my location and the current issues with the vehicle.  I can prove I can straight home, then to the shop, and there where no coolant issues or no smoking of the vehicle. The smoking didn't occur until they disassembled, put it back together, then drove it.  I can see that no on is making any effort to rectify this situation so I am going to pick up my vehicle and proceed to hire an attorney. Thank you

  Business Response

  Date: 12/19/2024

  The BBB has re-reached out to the center for a resolution. 

  Business Response

  Date: 12/19/2024

  Contacted Mr. ***** and let him know that we will have his vehicle taken to the dealership so that they can perform a full diagnostic on the vehicle so that we can determine the exact day and time that this issue occurred. I assured him that if this is caused from his loss or negligence on our part, we are happy to assist. The guest has my contact information, and we are working to resolve.

   

  Thank you,

   

   

  Customer Answer

  Date: 12/26/2024

  I am rejecting this response because:   Caliber has transferred the vehicle back to the ********** dealership in order for them to run a scan to try to determine if the problem occurred previous to the vehicle being in their possession.  Current have no info or an offer for a resolution.  

• Initial Complaint

  Date:12/03/2024

  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 Friday, October 22, my daughter's truck became stuck and sustained damage. We took the vehicle to Caliber Collision for repairs. The truck has an external fuel tank in its bed. We went to pick up the truck on November 12. Upon arrival, we noticed that the external fuel tank was turned on. I informed *******, the adjuster at Caliber, about our discovery, and we are unsure why or who at Caliber turned it on.That night, we drove the truck home. However, when we tried to start the vehicle the following day, it was very sluggish and wouldn't crank over. We contacted Caliber on Monday to report the issue and took the truck back to their shop. They worked on it for a few days but were unable to fix it immediately. The truck remained with them for nine days, during which they determined that the throttle body and fuel pump needed to be replaced, and the tank had to be removed due to old gas leaking into it.I stayed in touch with ******* throughout the process to get updates. On November 18, after discussing the situation with her, she assured me that she had informed her general manager about our concerns. The cost for the repairs totaled $1,796.77. When I picked up the vehicle, I provided the invoice to ****, the general manager, who said he would contact corporate regarding the issue. However, when I called again today, **** informed me that Caliber would not take any responsibility for the problem they caused.. However, when I called again today, **** informed me that Caliber would not take any responsibility for the problem they caused.

  Business Response

  Date: 12/10/2024

  The ************** location has been notified of complaint and will be reaching out to the customer with a resolution. 

  Business Response

  Date: 12/18/2024

  From **** Bradford Regional Manager:

  *******, AZAccording to our records *** ****** vehicle was involved in an accident on 10/18/2024.  The ************************ sent us an assignment on 10/22/2024, we called **** and ****** ***** on 10/22/2024 and scheduled an appointment for them to drop off their 2014 Ram 1500 on that same day 10/22/2024.  When the vehicle was dropped off, the service advisor assigned was *******, ******* went over the vehicle and paperwork with ****** *****.  Please find said paperwork attached.   As you can see under the Authorization to repair section, it says I will not hold Caliber Responsible for loss of damage to the vehicle or articles left in the vehicle in case of fire, theft, accident, or any other cause beyond your control.  The forms were signed and the work on the truck began.   

  Here is a timeline of events after the initial drop off.   On 10/23 and 10/24 the truck was disassembled and estimate written, on 10/25 the parts were ordered, on 10/29 to 11/5 the vehicle was in Body, on 11/6 to 11/8 the vehicle was in Paint,  On 11/8 -11/9 the vehicle was in Reassembly,  On 11/11 the Vehicle went through a light detail and quality control and was completed.  The vehicle was picked up by The ****** on 11/12/2024.   
  At no time at either drop off or pick up was an alternate fuel tank with bad gas mentioned.  None of the Caliber employees switched any fuel tank on or off.  ******* was called by *** ***** saying the truck wasnt running well and asked if we switched on the fuel tanks, ******* informed *** ***** that we did not do anything with the fuel tanks.  *** ***** did not bring the truck back to Caliber for inspection for this issue. On 11/22 *** ***** walked into the shop with an Invoice for $1,796.77 demanding that Caliber pay this bill for work that was done at another shop, please see that attachment as well.  At no time did Caliber or any of its employees agree to pay that bill.  The diagnosis and repairs by the mechanical shop that *** ***** took the truck to without our knowledge revealed that there was old, bad gas in the auxiliary tank and that is what caused the issue.  Caliber nor any of its employees caused there to be old bad gas in the tank nor switched the gas tank. Please see attached detailed work of what was done to the vehicle by Caliber which includes, on page 4, of the Final Bill under section 10.3 Limitations and Exclusions. This limited warranty does not apply to repairs necessitated by any cause beyond the reasonable control of Caliber, including defects, damage or malfunctions caused by or resulting from unauthorized service or parts, improper or inadequate vehicle maintenance, use for which any parts or accessories ere not designed or approved, alterations, accidents, modifications of repairs, subsequent repairs performed by a party other than Caliber, abuse, misuse, neglect, or acts of God.  That was signed when the vehicle was picked up.  The damages were caused by improper or inadequate vehicle maintenance by having old bad gas in it. The vehicle was not brought to ** with this issue. *** ***** did, however, bring the vehicle back to us for 3 hours to attach the back ordered running boards and a trim piece that were related to the collision claim on 11/27.  When **** spoke to *** ***** explaining he did not agree to pay this bill, but he would talk to the regional manager about the issue.  *** ***** then suggested for us to pay half of the Invoice of $898.38.  When *** ***** was told that Caliber was not responsible for the bad gas in his vehicle and would not be paying the invoice at all he threatened to make Caliber pay.   Now his request is over 5k.   
  We have internally closed this complaint as closed with the customer not being satisfied. 

• Initial Complaint

  Date:11/29/2024

  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.

  *Dates of transactions: 4/16/2024 and 4/18/2024 *Amount of money paid: $849.99 *The business committed to provide me with a lifetime warranty on parts and services rendered, if the work does not hold up *Nature of the dispute: I contacted ***** ****** at Caliber via email on June 3, 2024 to inform them that the new front bumper that they installed had become detached. I tried to push it in; it didn't hold. He told me to bring it in any time, and they could fix it while I wait. When I went there today 11/29/24, the head manager told me that they could not honor the warranty because the car has been hit on the bottom front spoiler. That is not the truth, and there is not a single dent visible to support his theory. As a matter of fact, I complained of a loud noise under the front of my vehicle a few days after picking it up. Was told that they didn't do anything wrong; no noise detected when they test drove it before returning it to me. I took it back any way. There was something wrong with the rt hub & bearing assembly that they replaced as part of my insurance claim. I was told that my vehicle would be towed from Caliber to another vendor to replace the bearing assembly, but that is not on my receipt. The company that towed my car could have done something to cause the **** on spoiler (hit) and also the bumper to detach from my car. I also had to take the car back again because the tray that covers the engine was hanging to the ground. Again, they would not take responsibility that they could have done something wrong but cast the blame on me, the consumer.I am super disappointed & disgusted. They should be removed from insurance carriers' list of select service repair facilities. They don't operate with integrity and honesty. They are only in business to make money, cut corners, and cast blame for malfunctions or bad labor on consumers. Please help me get a new bumper and ensure future consumers don't have to endure these shady business practices.

  Business Response

  Date: 12/03/2024

  The ***** - *********** location has been notified of complaint and will be reaching out to customer with a resolution 

• Initial Complaint

  Date:11/26/2024

  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.

  The regional manager is a cyber bully and a bully. He will constantly tell you you **** to your face that you dont know what youre doing. I was wrongfully fired because I brought to light the fraudulent repairs that are being done with zip ties and glue. Also, last I checked, you had to have three write *** to be fired and I have only had one

  Business Response

  Date: 11/27/2024

  
  I am with Caliber Collision, and I wanted to reach out to you and help address your concerns. To see how we can help; would you mind providing me with the details of the center that you are dealing with? As soon as we see this, we will begin looking into this the matter on your behalf.
  
  

  Customer Answer

  Date: 11/27/2024

  I have reviewed the business response and accept this resolution. The location os ************** ******* ****** ****** is the regional manager 

• Initial Complaint

  Date:11/26/2024

  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.

  My vehicle was damaged from a fallen tree branch. My insurance carrier (********) recommended Caliber Collision. I received the care back one month later and the paint job was full of defects and missing trim, in addition to the car being full of dust inside. I reached out to Caliber and dropped the vehicle off the following week to fix the issues., leaving it for 4 days without a rental in order to give them time to make it right. When I got the vehicle back, there were still paint defects but nothing like before. I had to thoroughly clean the inside because they never addressed the dust left behind from the last repairs. Since then, I observed a taillight that briefly stopped working, trim molding put on backwards, and other pieces not put on correctly. ******** is aware of the issues and I requested another Caliber Collision look over my car to ensure it was safe. They never called and I left a message with Allstate relaying this; no response from them either. This morning, my key fob was dead, even with a battery change. I was unable to start the vehicle and had to cancel a PCP appt for a health concern because of this. I checked under the hood and found that the battery terminals were never re-tightened. They lifted off with ease because the bolts were loose. I was scared to death tightening them myself due to risk of shock but once I did the key fob worked and the car started right up. This experience has been a nightmare and I am constantly worried about what else they messed up that may still present itself. I have never had repairs done to my car in such a shoddy manner or a company present like doing so was okay. Allstate recommended Caliber Collision as a trusted partner, maybe there is new ownership, but the point person telling the consumer she was ******* to get it done in time is unacceptable, especially when I did not give her a deadline to complete repairs.

  Business Response

  Date: 12/10/2024

  
  I am with Caliber Collision, and I wanted to reach out to you and help address your concerns. To see how we can help; would you mind providing me with the details of the center that you are dealing with? As soon as we see this, we will begin looking into this the matter on your behalf.
  

• Initial Complaint

  Date:11/25/2024

  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.

  My car was hit by police on 16th oct 2024 *** inform me to go to caliber collision. I was told by ***** after two weeks my car would be ready an to come pick it up on Monday when I called **** came on the phone, said no car is not ready needs more parts. I said the trunk will take until Nov 29th to finish? **** said no it would not take that long. 2025 *** was only a week old but I have an app that informs me what an when they fix my car. Nov 19 ***** and **** called to inform me they need a Skid Plate for my car they will order it from ******* a sister shop fast delivery. I said why did you wait so long to order this part you had my car since 10/17/24 over a month I receive text message from *** stating my car would not be ready because Florida will take a week to deliver the part and same words again next will I can pick up my car. I said what are they doing are these parts new? She said why purchase what is available. *** also did not file a claim with the city on my behalf. They filed for themselves and now I have to find the court which to file. This has been my worse experience with both companies I have been a member for 12 years. Caliber Collision has also used up a lot of gas my gas was 77 percent then went to 66 percent and now it is at 63 percent fuel was at 288miles today the fuel has only ************************************************************************************************************************************************************ *************. Something does not feel correct and every week they stated I would have my car before the 29th now it is taking longer. They said they ordered the parts in the beginning but I do not trust the parts being ordered and I will have check with Kia ******* after repair. I have spent over 600 dollars and lost one of my two jobs. I have over 29 photos to upload and will not accept all photos. **** told me it would not take longer than the 29th. I cannot see my family and friends in ********* for holiday .

  Business Response

  Date: 12/10/2024

  on 12/3: 

  We will reach out to her. **** has already talked to her today.  Its unfortunate that her car manufacturer does not have the parts.
  
  The center has done everything they could to get the parts, other calibers on the eastcoast have helped ship parts as well.
  

   

  -*** ******
  Regional Manager

• Initial Complaint

  Date:11/18/2024

  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.

  Dear BBB,I am writing to report my disappointing experience with Caliber Collision at ******************************************, and Mr. ****** regarding my vehicle repair.The issue began when Mr. ****** informed me he would purchase a bumper for my car but never mentioned I would have to pay out of pocket. I had already installed a new bumper, using a $1,400 insurance check. To my surprise, he later claimed he needed to buy another bumper, which I did not anticipate would lead to an $8,000 total Plus money out of my pocket due to modifications, which I never agreed And approved *****. ****** has avoided discussing costs I would cover and failed to inform me about missing parts discovered later. Despite my respectful approach to find solutions, he continues to blame me for the situation.I reached out to him today to discuss how to move forward, as I have been without my car for too long. We had agreed on a $1,000 deductible, with a $200 discount. I paid $400, We are remaining balance of $400 only but he did not clarify that I would cover the bumper's cost.While the first bumper fit well, Mr. ****** has not acknowledged this, despite having my car in his shop twice. This lack of professionalism and communication has caused me stress and financial burden.I seek your assistance in holding Caliber Collision accountable and preventing similar issues for others. Thank you for your attention.

  Business Response

  Date: 11/19/2024

  The ****** - *************** location has been notified of the complaint and will be reaching out to the customer with a resolution. 

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 **** A7 was repaired by Caliber ******** as recommended by *********************. They repaired the passenger side car door and mirror but once I picked up the car on 10/17/2024 I had to take it back due to wind noise they corrected it the same day. Next day I noticed water was getting into the vehicle when I rinsed it off. I took it back to Caliber they stated they could not correct it and advised me to take it to **** Atlanta. I did and the took 2 weeks to fix the leak caused by faulty body work from Caliber, inorrect seal installment and they realigned the window. Progressive paid the additional $775 that **** corrected. The ***************** will only reimburse me for the rental at the time the vehicle was with Caliber from 9/25 to 10/17. The car was with **** from 10/18 to 10/31 and my rental cost me $825.41 - The ***************** states Caliber should be responsible for the additonal rental fees because they did not fix the vehicle and refused to fix the leak. I just want to be reimbursed the $825.41

  Business Response

  Date: 11/19/2024

  
  I am with Caliber Collision, and I wanted to reach out to you and help address your concerns. To see how we can help; would you mind providing me with the details of the center that you are dealing with? As soon as we see this, we will begin looking into this the matter on your behalf.
  
  

  Customer Answer

  Date: 11/19/2024

  This is the Caliber ******** location: 

  ****************************************************************************************

  ************************

   

   

  Customer Answer

  Date: 11/21/2024

  I am rejecting this response because:   This is the Caliber ******** location:
  
  ****************************************************
  
  ************************

  Business Response

  Date: 12/10/2024

  The  *******, ** location has been notified of complaint and will reach out to the customer with a resolution. 

  Customer Answer

  Date: 12/10/2024

  I have reviewed the business response and accept this resolution if the resolution is to make me whole for the rental I had to procure while **** fixed Caliber's mistakes. **** can verify the incorrect seals and the water intrusion. 

• Initial Complaint

  Date:11/15/2024

  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.

  Dear Caliber I am writing to formally lodge a complaint regarding the service I received during my recent visit to your establishment. On 11/11/2024, I dropped off my car for a bumper repair, and upon picking it up today, I discovered that my leather seats were damaged with three noticeable cuts.Upon noticing the damage, I immediately informed ********, who assured me someone would return shortly to address the issue. The manager, ****, then came to assist, and I showed him the cuts. I clearly explained that I did not drop my car off with these damages, and the condition of the seats was intact at the time of drop-off. Despite this, **** immediately dismissed my concern, stating that this didnt happen here, and that the only work done on my car was related to the bumper repair.I found Mikes response to be dismissive and unprofessional. He raised his voice and began yelling at me, even stating that my car was "old" and have problems. He further insisted that he was not going to do anything about the damage. As the conversation escalated, he physically raised his shoulders in a manner that I felt was threatening, which made me extremely uncomfortable. When I mentioned that I felt he was treating me unfairly, he responded by saying he didnt care if I contacted the insurance company or anyone else.Please note that the driver's seat was slightly worn, but there were no cuts or rips when I dropped my car off for repair. I made sure to thoroughly inspect my car before leaving it with your shop. The damage to the seats only became apparent upon pickup, and I am confident it occurred while in your care.I am deeply disappointed with how I was treated by ****, as I felt disrespected and unfairly accused. His behavior was unprofessional, and I believe I was discriminated against during this interaction. I am requesting that the damage to my leather seats be repaired at no cost to me, as I did not cause this damage. I would like a resolution for my torn seats.

  Business Response

  Date: 11/19/2024

  Good afternoon, 
  
  I am with Caliber Collision, and I wanted to reach out to you and help address your concerns. To see how we can help; would you mind providing me with the details of the center that you are dealing with? As soon as we see this, we will begin looking into this the matter on your behalf.
  
  Kind regards,
  ********* ********
  Marketing

  Customer Answer

  Date: 11/25/2024

  The location is Caliber Collision at ************************************************