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:04/12/2023

  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 dropped my car off to get repaired through my insurance company State Farm after a hit and run accident. My car was in their possession from Thursday March 23, 2023 through Tuesday April 11, 2023. When I dropped my car keys off to the business, the buttons were intact and the pictures of the lock and unlock buttons were visible. When I went to pick up the car, I noticed the key FOB had a piece of tap covering the lock and unlock buttons to in order to keep the rubber from falling out. When the piece of tape is removed, the white paint from the lock and unlock button is completely off and attached to the tape and the rubber has fallen off as well. I have attached pictures of the key FOB before and after I picked up my vehicle. I was not notified from the business that they were going to attach a piece of tape to my key FOB or any changes in the condition of my key FOB while in their possession. Additionally, when I went to go pick up my vehicle on April 11, 2023, the key FOB was inside the vehicle and I was not notified at that time that there was any damage done to it. The key FOB was not in the same condition as when I dropped it off in. When I contacted the company on April 11, 2023 after notifying them of the damage that was done to the key FOB, I spoke with the estimator ***********************, and she claimed she was the one that attached the tape to my key FOB in order to prevent any further damage. I explained to her that the key FOB buttons were functioning well and fully attached(as seen in the before photograph) and the paint was visible as well. She preceded to offer to send me before and after pictures of key the company took, which clearly shows the key was not in the same condition as it was before it was in the companies possession. I was not satisfied with this response because now I am left with a broken key FOB and have to come out of pocket to if I want to get a new one. Due to Caliber Collision's negligence, the key FOB is not in a functioning condition.

  Business Response

  Date: 04/12/2023

  Good afternoon,
  
  

  Customer Answer

  Date: 04/12/2023

  Hello, 

  The address to the center is ***************************************************** 

  Customer Answer

  Date: 04/14/2023

  I am rejecting this response because: 

  Hello, 

  The address to the center is *****************************************************

  Business Response

  Date: 06/08/2023

  We have already resolved this concern. I just spoke with her and she said she appreciated what we did and all is good now

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

  Customer Answer

  Date: 06/08/2023

  Hello,

  I wanted to update you all on this complaint. The business ended up reaching back out to me and replaced my key FOB at no cost to me. They were professional and ***** did a great job of making sure I was satisfied with the new key. Thank you.

  Customer Answer

  Date: 06/08/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/11/2023

  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.

  Dropped my truck off on November 11th 2022 for repairs (warranty engine swap) and have still not received my vehicle. The current date is 4/11/2023. Ive make contact several times with the business and still no truck. Theyre lot is full of cars also waiting for repairs, and everytime Im on the phone with them they tell me it will be done the following week. This has been going on for months.

  Business Response

  Date: 04/12/2023

  Good afternoon,
  
  

• Initial Complaint

  Date:04/11/2023

  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 wrecked my car on 12/6/2022 Caliber Collision in ****** ** picked it up on 12/8/2022. The estimate was not completed till 1/6/2023 almost a month later before they start ordering parts. I was told by ***** it would be ready by 2/15/2023. It would be the only date I was given. When I finally got it on 3/22/2023. I had sensor problems, the body panels were aligned poorly, the hood was loose and mis aligned, the drivers door rubber on the new fender panel. I returned it on 3/27/2023. With a list of 17 items to be repaired. At this point they still have the car. I will never do business with them again. I have talked to my insurance company and they have indicated if it is not right they will help me find a competent shop.My wife and I have been inconvenience d by only having 1 vehicle for 4 months. I had to rent a car from 3/1 to 3/15to take care of my mother in law when my brother and sister in law left on vacation because she could not get in my truck. Not happy about the inconvenience or the poor workmanship.

  Business Response

  Date: 04/12/2023

  ******************* center has been notified of customers message as well as customer information and is working towards a resolution. 

• Initial Complaint

  Date:04/10/2023

  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.

  This place is full of lazy body shop workers who lie dont listen to ********* your car without telling you just to be rude & be spiteful. I had to call another caliber to bring me in to get my car that clearly wasnt in the shape I gave it to them in. The first call they say car wasnt touched then told they were putting the bumper back on. Its all lies excuses. Cant be a big enough boy bc he sure isnt a man to stand up to his staff for treating me awful! I have before and after pics of my car & before pic shows the hood is completely closed. Seems to me like someone messed it up on purpose. As for ************ who are clueless Caliber needs to fire everyone & start over. They are paying them to smoke on the job & ride the clock. As for Deedont let that person touching anything on your car. She wouldnt even give me a ride home 3 blocks away in my own car yet had to drive it to test the alignment. Im glad to have my car back bc now I actually get to go elsewhere who knows what they are doing and have respect. It states in the website hunny, you give complimentary rides so the staff certainly needs to go he updated. As for my car i know how I brought it & how I picked it up isnt the same. The side mirror is laying on the head light and the hood wont close all the way.Theres not 1 word I can think of thats nice about it. Save your money go to a reputable shop who treats you like you are a human & has respect. My car ended up getting towed w/o my knowledge prior to me getting a call saying come get it. This place is 1 job away from a huge lawsuit. Glad I didnt leave anything in my car, prob would have gotten stolen.Manager told me my car came In like that, I can assure and prove it didnt. Then I get 4 calls from a tow truck diver asking where he is taking my car. A company who is this spiteful has bigger problems than cars. All lies 0 truth. Close it down ASAP and fire every last worker! I dont know a soul who would want to take a car there.

  Business Response

  Date: 05/15/2023

  Good afternoon,
  
  
  Best,
  ***********************************
  Marketing

  Customer Answer

  Date: 05/15/2023

  It is Caliber Collision in **********, **. 
  ******************************;
  **********, **, 29607

  Customer Answer

  Date: 05/15/2023

  I am rejecting this response because:   
  I have found a shop who actually cares for the customers and doesnt mess their car up when they come in. I am paying to have my hood and lights fixed, which Caliber broke. I can send you an invoice on how much it cost. Caliber will NEVER lay a finger on my car again but they need to be the ones to pay to fix it. I have the invoice for the damage. Im requesting that Caliber pay to have this fixed. It is their responsibility for messing up the hood and headlights. I have an invoice for the cost,  however my car will never go to that shop again for them to lay a finger on anything I own especially a ********* Im sure if you ask anyone who owns a luxury car, they know how they bring their car to the shop, and the first thing I noticed is what they broke. I will send the invoice. 

  Customer Answer

  Date: 05/15/2023

  Quote enclosed 

  Business Response

  Date: 06/12/2023

  Good afternoon,
  
  
  

• Initial Complaint

  Date:04/10/2023

  Type:Delivery 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 in an accident in june of 2022. My vehicle was towed to caliber collision per my insurance provider. Since this time I have been in contact with Caliber Collision numerous times asking when my vehicle will be ready and what the hold up is. They claimed that they placed an order for my passenger airbag and that it was on backorder. After calling ****** customer service directly they investigated the situation and called *********** who Caliber claimed to have placed the order through. *********** had no record of this part being ordered and said that the part would be available within 1 to 2 business days. I have now been without my vehicle for the last 10 months. I contacted Caliber today and explained what I was told from ****** customer service and the manager said he would "handle it". After ***************************************************************************************** a timely manner once the part is recieved from *******

  Business Response

  Date: 04/12/2023

  Good afternoon,
  
  

• Initial Complaint

  Date:04/07/2023

  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 in an accident 3/2022. I call my insurance geico and explain the situation and there customers services providers me with repair shops. I chose a location to take my vehicle to get repairs. I was given a call that my vehicle was ready for pick. I arrived and was told repairs still required more and to take it another day and they guarantee a ride to work. I return the next time and they said I need to contact enteprise to get a rental for the other repais. I was so frustrated and called geico to explain the situation. They told me that they will find a shop. I am still waiting for ***** to return my call and finalize my repair. I do not want to go back to the same shop as they did not complete the job properly. I need assistance with get my vehicle repaired as soon as possible. I have called other locations and do not want to inspect my vehicle. Caliber collision and geico as not doing there job.

  Business Response

  Date: 04/12/2023

  Good afternoon,
  
  

  Customer Answer

  Date: 04/13/2023

  Caliber Collision

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

   

   

  30096

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 04/13/2023

  Caliber collision

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

   .**********

  Customer Answer

  Date: 04/14/2023

  I am rejecting this response because:   

  Caliber collision
  
  ****************************************************************************
   .**********

  Business Response

  Date: 10/09/2023

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

  Customer Answer

  Date: 10/10/2023

  I am rejecting this response because:   

  Business Response

  Date: 10/11/2023

  ****, the General Manager replied yesterday with the following response.
  
  Customer has not responded to my calls. I did have a mobile stripe company create a stripe and continued calling ******************** for installation. As per stripe company, ******************** finally made contact and apologized because of family problems. Stripes were installed and as far as I know she is restored. Still no contact. 

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

• Initial Complaint

  Date:04/06/2023

  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.

  In November of ***************************************************** damage to my vehicle. I had my vehicle towed from Northern ******* to a Caliber Collision in ************, paying out of pocket for this tow. I contacted my insurance, State Farm, on the night of the incident to start a claim. In the following days, communication with the collision center revealed that they only service fleets and could not repair my vehicle at their location. I contacted the claims department with State Farm to explain the situation and they said they would send a tow truck to move the vehicle to the Caliber Collision in Plainfield, *******. I asked if I needed to stay with the vehicle and they told me that I did not and could leave the keys in the vehicle or at the office of the caliber collision and that the truck would come get the vehicle. During the tow, my vehicle was damaged further. I reported this damage to State Farm since they called the towing company, to which they responded they are not responsible for the damages. They said that they could file a complaint with the towing company but it was between myself and the towing company to get those damages resolved and that they would not allow the collision center to begin on the initial damages until the tow company compensated for the damages they caused. I have attempted this but I have made very little to no progress with this as State Farm is the party responsible for the initial contact with the towing company and due to their instruction,I was not with my vehicle at the time of towing.I have reported this problem to State Farm on multiple occasions however they refuse to be of any assistance and state that the only way I can get my vehicle repaired quickly is to open a second claim and pay for two deductibles and that they would attempt to get my money back for the claim against the towing company.I have lost a source of income, have been required to continue making full coverage payment,resulting in loss of premium

  Business Response

  Date: 04/12/2023

  Good afternoon,
  
  
  
  

• Initial Complaint

  Date:04/04/2023

  Type:Product 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 November 25, 2022, I went to pick up my 2018 Buick Enclave up after an insurance claim. Caliber Collusion fixed the front passenger fender which took a little over a week. At the time I got my vehicle I was told I had to pay a deductible of $845. I informed the agent that my deductible was covered by ********************** I was told I had to pay in order to get the vehicle and I paid the payment of $845. However, I contacted ********************* and they also covered the deductible of $845. I been trying to get my refund for the last 5 months. When I call corporate, the voicemail says send email however they are never returned. Also, I call the Caliber Collusion in *******, ** where I got it fixed, She also sent emails for my refund. I need help in this matter.

  Business Response

  Date: 04/27/2023

  On April 14th 2023, General Manager responded,

  "This has been taken care of. **************** was called by **** to let him know the check had finally been processed and it's on the way to him. "
                  
  General Manager 

• Initial Complaint

  Date:04/04/2023

  Type:Billing 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.

  The *********************************** charged me (2) two ****** on March 7 and March 27.

  Business Response

  Date: 06/02/2023

  We want to make sure we address your concerns, but we are missing the center you dealt with. Will you please provide us with the address and city, please? This will facilitate our addressing of the issue in a timely manner.
  
  Best,
  ***********************************
  Marketing

• Initial Complaint

  Date:04/04/2023

  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 took my car to caliber collision to get my car fixed because it was broken into. They were recommended to me by USAA auto insurance. When I received my car it was covered in dust. I went back in to ask them for something to wipe it down with. My advisor took it back and wiped the dash and doors down. About a week later I noticed that a piece on my door was broken. First, they asked me to drop my car off for them to fix. I did not because I did not have a ride and USAA covered my rental while the vehicle was getting repaired. They called me this morning and asked if I could bring it in today. When I got there the manager looked at it and told me that they took off the entire panel of the door and that its just wear and tear. It was not there before so she agreed to have them look at it in the back. When the manager came out she said that they added clips and fixed the issue. I got in my car and they clearly glued the piece on with super glue or something similar because the glue was seeping out and my car smelled like chemicals. I touched it and now it feels like I have super glue stuck to my hand. I went back in and said that it was not fixed that it was glued shut and the receptionist went back to talk to the manager. When she came out she said that the manager said that she would order the piece and they would call me. She lied to me THEN did not even come out to apologize.

  Business Response

  Date: 04/11/2023

  Good afternoon,