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

  5401 S I-35 E Corinth, TX 76210-2317

• 

  Caliber Collision Centers

  1143 S Cedar Ridge Dr Duncanville, TX 75137-3070

• 

  Caliber Collision Centers

  975 E Highway 121 Lewisville, TX 75057-4402

• 

  Caliber Collision Centers

  2321 N Central Expy Plano, TX 75075-2534

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:04/11/2025

  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 am submitting a complaint about my recent experience with Caliber Collision, which has resulted in significant inconvenience, stress, and a complete breakdown in trust.I dropped off my car on April 10, 2025, for repairs. At that time, *****, the staff member assisting me, told me the repair would take about 3 days, and that the latest pickup date would be April 15. I asked for a confirmation or drop-off receipt, but ***** stated that they dont provide any documentation, assuring me that were all set.Later, I was informed that the new estimated completion date was April 18, tripling the original timeline. When I called to ask why the timeline had changed, ***** denied ever giving me the April 15 estimate, which is not true and added to my frustration.Additionally, the original estimate provided to my insurance company also lists a repair duration of 3 days, which supports the fact that this was not a misunderstanding on my part. Despite this, Caliber Collision failed to acknowledge the discrepancy or offer a reasonable explanation for the change.The combination of:Inaccurate and shifting timelines Denial of prior communication Refusal to provide basic documentation at drop-off Lack of transparency and accountability has made this experience deeply frustrating.I am requesting a formal explanation for the extended timeline and the inconsistencies in communication. I also urge Caliber Collision to adopt clearer, more professional communication practices, including providing written confirmations and honoring initial commitments made to customers.

  Business Response

  Date: 04/15/2025

  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: 04/15/2025

  Body shop location: ************************************

  Customer Answer

  Date: 04/16/2025

  I am rejecting this response because:   location ****************
  ********, **  98005
  *************

  Hi,
  When I initially agreed to the repair service, I was told the car would be ready by Tuesday at the latest. I only accepted repair service based on that timeline. Now I'm being told( see attached) it may be delayed until next Monday.
  I dont have a rental car, and this unexpected delay is causing me additional inconvenience and cost. I expect all related expenses to be fully compensated.
  Please let me know how this will be addressed.
  Thank you,
  Artem

  Business Response

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/08/2025

  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.

  Turned my car in on Dec 16, 2025 to get fixed due to being hit by another person and did not get my car back until the middle of January. The person I dealt with was ********* at Caliber Collision in ************* . She kept telling me not to worry about the rental car because by law the other insurance has to pay it. I am out $220 because she was Wrong!!! She misrepresented information and the manager ***** and regional manager ***** dont want to pay me what I am out ! They need to be responsible and pay me what I am out

  Business Response

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/08/2025

  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 2004 dodge ram 1500 to caliber collision in ******************* for repairs after my truck was hit by another vehicle, it took a month and a half and making complaints with there corporate office to get my truck done, repairs that were done were subpar to say the least, after a few months that went by after getting geico insurance involved my truck was towed back to there shop where my truck sat for a month and never even got looked at even though I was getting text up dates saying it was nearing completion when in fact it wasn't even touched. I am still having issues getting them to do anything to fix there mistakes

  Business Response

  Date: 04/28/2025

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

  Business Response

  Date: 05/09/2025

  I have contacted the customer and we have a warranty solution in place.
  
  

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

• Initial Complaint

  Date:04/01/2025

  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 2/24/25 I dropped my truck off to caliber collision on account of them being an authorized repair facility for State Farm. The original completion date was set to 3/12/25. On 3/11/25 I was notified that the completion date had been changed to 3/14/25. When I contacted Caliber to see what was going on, they could barely answered my questions. I became suspicious that something seemed not right with the situation. I then requested that all parts that were replaced on my truck to be saved. On 3/14/25 I was again notified that my truck would not be ready until 3/18/25. On 3/18/25 I was again notified that the truck wouldnt be ready. Upon having a conversation with the service advisor I was told the truck wouldnt be ready for pickup on 3/18/25. I go in on 3/19/25 to pick up the truck and not all of the parts were changed out. When questioned why this was the case the service advisor mentioned because thats what his boss told him to do. I asked to speak to the manager. He was unavailable. I go back in 3/20/25 to get my truck and still no answers. I take truck home and notice bolts loose and truck is not driving correctly. A manager gets involved and says theyll make it right. They take it to a shop that does custom lift work to cover their mistakes. Fast forward to 3/31/25 I was advised that the truck was ready but still had a few parts that due to wear and tear would need to be replaced. I picked up truck and drove it home. Upon inspection when I arrived home due to some abnormal driving I find these bolts are still loose and parts are still missing. Im out of pocket for repairs that are still not completed correctly. Their resolution was to cover up their mistakes for the insurance and while they may have finally gotten the alignment fixed, the vehicle is still not safe to drive.

  Business Response

  Date: 04/04/2025

  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:03/26/2025

  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.

  In November of 2024 our vehicle was damaged in an accident, the other persons insurance agreed to cover all repair costs as they were at fault. I was told by the officer on the scene that our vehicle was undriveable and would be towed, especially because I mentioned that I could smell something when standing next to the vehicle which may have been a leak of fluids from under the hood. We were able to get our vehicle towed to Caliber Collision who checked our damages and said that they could repair it. They noted to the insurance agent that there were misfires coming from the engine which she took note of as she told us she took notes with each conversation she had with Caliber Collision. Our vehicle was almost 2 years at the time of the accident and had never had any issues what so ever. Caliber proceeded with the repairs which took longer than they expected and when they had completed the repairs in December we personally got a phone call from the individual working on our vehicle letting us know that when he took it out for a test drive it "went limp" meaning that the engine shut off. When they reevaluated what could be the issue he told us that our engine was blown and that we should take it to our dealership because it should still be under warranty. We did not really understand what was happening but they got us to sign out our vehicle to get it towed to our dealership thinking that it would be a simple swap out for a new engine. This is when our dealership called us to let us know that it would not be under warranty because it was due to Calibers mishandling of our vehicle. They told us that they ran our vehicle without any coolant which warped/burned up our engine completely. Meaning that it would not only cost us a new engine but other parts to run properly. They also wrote up their evaluation for us and told us it would probably cost between $8,000-$10,000. We feel that Caliber Collision neglected our vehicle causing a pricey issue that was forced upon us.

  Business Response

  Date: 04/03/2025

  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: 04/03/2025

  It is Caliber Collision & Auto Glass, ********************************************************************************, *****. Our vehicle is under my husbands name ******* ******. 

• Initial Complaint

  Date:03/25/2025

  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.

  Drop my car off on Feb 18 for repairs me and the man walked around my car to inspect it the only damage on my car was a small dent on the passenger side and the damage when they lady hit my car on the driver side they man took no pictures when me and him walked around my car. March 5 I received my car back it's two dents on the back of my car I went into the shop and I asked who hit something in my car because it was bot to dent on my car trunk hood the man looked and he went to the guy who wanted around my car with me he then shows me a picture with snow on my car saying it was two dents on there I said *** when we walked around my car me and you there wasn't anything on my car other then the driver side and the passenger side there was nothing on my trunk there wasn't even snow out when I dropped off my car and you didn't take any pictures that day so why didn't we see the or you see the dent the day I dropped my car off he says it's nothing he can do I have 6 witness who will tell you I had no dents on my car trunk

  Business Response

  Date: 04/02/2025

  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: 04/02/2025

  I dropped my car off at your ******** center on 2/18 me and they *** **** walked around my car for inspection we both notice the car accident damage and the small dent as the only two damages on my car when I came to pick up my car after repair we did no walk around **** didn't come out and say what was fix i was handed my keys by the guy at the front when I was putting my items in my car from my rental I saw two dents on my trunk i went into the shop and said who hit something or back something into my  car cause there was never no dents on my car trunk and when we did the inspection it was nothing on my trunk they was just looking i said hello what happened to my car I went out called my parents and boyfriend sent them pictures we are all confused cause there was nothing ***** trunk i go to **** desk he shows me pictures of my car with  snow on it he says it's dents in it from the inspection I said hold on me and you both walked around my car you took no pictures that day and when we walked around it was nothing on my car other then the driver said door and passenger side a small dent where did the dents come from and it was not snowing on the 18th when I dropped my car off

• Initial Complaint

  Date:03/24/2025

  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.

  Took my 2023 Sorento, which I purchased brand new on 2/05/2024, to caliber collision at *********************************************************** on 12/02/2024 for animal vandalism and hail damage after being referred to them by progressive. On 1/31/2025 my vehicle was ready for pickup. Upon inspecting my vehicle i noticed paint imperfections, scratches, bite marks still on wheel opening trim they claimed they replaced, inside of vehicle had grease stains all over headliner, door panels, dashboard and seats. Dome light on front was unattached. I left my car there again after the manager assured me everything would be fixed and inside would be detailed. On 2/21/2025 I took my vehicle back after I saw further damage done. Paint had lots of poke holes everywhere, trim around car was loose, scratches all over paint and trim, misaligned hood and hatchback door, dent on roof, orange peel on roof, runny drips, over spray on brake lights, roof rail scratch, some hail damage not repaired, loose brake light on spoiler, loose door weather stripping, big deep stain on passenger seat, stains all over inside of car, deep scratches on steering wheel, indentation on top of dashboard where airbag is, scratches all over door panels, misaligned headliner, damaged wipers and now there is excessive wind noise when driven. On top of that, they had detail company wax and polish vehicle days after being repainted which is advised not to do for 30 to 90 days. I refuse to allow caliber collision to touch my vehicle again. They clearly have poor workmanship and don't care about quality of work. Progressive paid them over $20,000 plus the $2,000 from my deductible and they failed to deliver on repairs. I would like to take my vehicle somewhere else to have my car repainted since I don't trust paint job after being waxed and polished too soon and have damage on inside of vehicle fixed. My vehicle should've been fixed right the first time instead here I am fighting to get what the insurance paid for.

  Business Response

  Date: 04/02/2025

  The El Paso Tx  center location has been notified of the complaint and will be reaching out to the customer with a resolution. 

  Customer Answer

  Date: 04/04/2025

  I am rejecting this response because:  Caliber collision's regional manager has said they will pay new body shop to fix damages done to my vehicle. Took vehicle to other body shop and I will wait and see if caliber collision really follows through and pays for repairs before I accept their response and close complaint.

  Business Response

  Date: 04/04/2025

  The customer is scheduled to drop off this Thursday at a competitor to have these repairs done. Progressive has been the mediator and will be paying for corrective repairs and we will be reimbursing them after repairs are completed. The interior concern with the steering wheel and seat cover were addressed a few weeks ago at the dealership. Additional trim pieces she is concerned with on the inside and outside have been ordered and delivered to the shop of her choice to install once they start corrective repairs.
  
  Thank you,
  
  **** ********
  Regional Manager

  Customer Answer

  Date: 04/05/2025

  I am rejecting this response because:  there has been miscommunication and misunderstandings between the individuals in the group about what it will take to bring vehicle back to pre-loss condition. Vehicle was dropped off at body shop of choice on 04/03/25 for the second time. Yes, the steering wheel and seat that was damaged has been replaced, but there are other damages that need to be addressed outside as well as inside of vehicle. I am waiting for body shop to complete review and estimate of repairs that need to be done. I will not accept anything less than a satisfactory resolution.

• Initial Complaint

  Date:03/24/2025

  Type:Product 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 caused undue stress and cost me financially. I was treated horribly by their employees who were confrontational and argumentative. I demand to be financially compensated for the harassment and inconvenience. Im also out several days rental car payments. This business is unprofessional and owes me financial compensation.

  Business Response

  Date: 04/02/2025

  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: 04/02/2025

  Caliber Collision *******************************************************************************************************
  ************

• Initial Complaint

  Date:03/18/2025

  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 dropped my 2019 ****** Corolla through my insurance USAA to be repaired on Friday, February 21st 2025. I was told to allow 2 weeks for my car to be repaired. Throughout those 2 weeks I only received one update on Wednesday, February 26th 2025, stating that repairs have started. I was told that my car would be finished on Friday, March 7th 2025 at 11AM which was then changed to 4PM. I went up to the establishment and was told that another week was needed, which makes 3 weeks. On ******* the establishment said that my car should finished on Monday, March 17th 2025 at 4PM. Today will make 4 weeks. I called the establishment twice to verify, no response. I had my Aunt call and the establishment picked up on the first ring. They stated to my Aunt, that they didnt have a date to when my car will be finished. It has been 4 weeks of the establishment having my car and I am still left in the dark about everything. This has bothered me emotionally & physically. This has also inconvenienced me regarding my personal & professional life. I also do not feel comfortable paying $1,000 for inadequate service.

  Business Response

  Date: 03/26/2025

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

• Initial Complaint

  Date:03/11/2025

  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 would like to file a complaint regarding the service at Caliber Collision in ***************, *******. I dropped my vehicle off for an estimate after an accident, but I later received a text message stating that parts had been ordered without my approval. I was never given the opportunity to approve or select the ********* that I have requested my vehicle back, I am being told that I signed and initialed something. However, I was under the impression that this was for an estimate only. Despite this, they are now charging me $746.37 for disassembling and reassembling my vehicle, even though this was an insurance claim for an accident that was not my fault.When I asked ***** for my vehicle back, he was very argumentative and would not give me a time to pick it up he kept saying "tomorrow afternoon" I asked for him to stop all work and I'd send a tow truck, and he refused to give me a new invoice amount and refused to give me a time to pick it up. I was never provided a copy of any document I signed, and I feel I am being forced to either pay for work I did not authorize or allow them to repair my vehicle against my wishes. This is not how business should be conducted. I would like a refund for the $746.37 that I was forced to pay before returning my vehicle.

  Business Response

  Date: 03/17/2025

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