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

  401 E Corporate Dr STE 150 Lewisville, TX 75057-6449

• 

  Caliber Collision Centers

  4750 Windhaven Pkwy Lewisville, TX 75056-6703

• 

  Caliber Collision Centers

  1371 Andrews Pkwy Allen, TX 75002-2824

• 

  Caliber Collision Centers

  11751 US Highway 380 Cross Roads, TX 76227-8246

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:04/03/2023

  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 company fix my car and a year later the part got damaged they saying I hit something but I didnt. I was driving when the part came off and tore up my tire. I dont know how this is my fault if they was the last person who fix the car. They should fix my car if that was their responsibility not mines even though its been that long. If something is broken fix it

  Business Response

  Date: 05/15/2023

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

  Customer Answer

  Date: 05/15/2023

  I have reviewed the business response and accept this resolution. 
  *****************************************************************

• Initial Complaint

  Date:04/03/2023

  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 after progressive insurance referred me to go there. 3/6/2023 to repair. ***** is the person who received my car and promised to make a great job. My car was without chips and dings, only issue was the one they have to take care of bumper and grill. They took 2 weeks for nothing, I went to picked the car on a rainy day and it was almost impossible to check it like that, but even they have a cover area they didnt took time to do it. After getting at home it was a terrible surprise. Horrible job if you can called like that, the hood has big gaps on every side, paint on my car chipped on several parts, they used the old clicks. We talked to ***** again and gave him one more chance, he promised this time will be different and he will personally be on charge of this. But today 3/31/2023 we went back again and it was even worse than the first time, more chips on my car, paint have fish eye, gaps on the head lights and bumper. This time ***** didnt show up , but we leave the car there and hopefully this time they can do what they supposed to have to do. My husband and I have to take time off just for this, we are waisted money for their lack of responsibility. This is causing us pain and suffering and whos going to compensate us for this? We dont want anything for free, just the job to be done right. Now I have to file a complaint to BBB. Every time we go to picked the car has even more chips. We still didnt received any call from ***** explaining all this issues.my car is already there for almost a month. I want my car to be the same condition I took it there and ***** knows because he received me the car and walk with me to make sure the condition I leave my cat to them. Not chips or dings. Except for the bumper and grill and one rim that was scratched. I want them to take responsibility and gave me my car without the chips they cause and the repair to be done well. I cant take more time off or my wife because we are already losing time and money. They need to give us a date to go for my car and this time to be done right. I dont want those chips they cause to be touched up with a pen. Its so traumatic to go and dont even recognize the condition my car is since being there.

  Business Response

  Date: 04/11/2023

  Good afternoon,
  
  
  

  Customer Answer

  Date: 04/11/2023

  I am rejecting this response because:   I already provided the address but here its again **** *******, ********* ** 77471. 

  Business Response

  Date: 04/27/2023

  We have already resolved the issues and returned the car back to the guest.
  
  Thank you, 
  *********************, General Manager 

• Initial Complaint

  Date:03/31/2023

  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.

  Caliber repaired my 2020 truck on Aug 23 2022. The headlight promptly failed. I have been attempting to get Caliber to return my calls to no avail for 7 months. I have walked in several times and received no help only flowery language from the rotating managers that constantly change like a revolving door. I am told they have to order parts, then they ordered the wrong part, then they don't know what is wrong with the headlight.

  Business Response

  Date: 04/03/2023

  Good Morning, 

  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 matter.

  Customer Answer

  Date: 04/06/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 04/06/2023

  A manager from a different Caliber Location contacted me and the truck has now been repaired to my satisfaction.

• Initial Complaint

  Date:03/20/2023

  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 got rear ended 11/30/22 and ** **** ******** ******* **, *** send me an Estimate 12/05/22 -Throughout the entire ordeal the Webpage never got updated to keep me informed and my Case Manager NEVER called when he told me he would. I consistently had to call him days later to find out whats going on. At some point they end up fixing my exhaust pipe temporarily and told me they would be having the back order mid Feb'23 & was told I could get my car the next day.
  - Being told I get my car the next day I assured my Client that I could give her a ride to the Greensboro Airport that night which I end up having to cancel 2 hours before since ** never even bothered to call to let me know I have to wait another day which consequently caused me the Business of my Client. I got lame excuse about last minute repairs which I knew weren't true cause he could have mentioned that before but had me in the believe my car is ready. - 3-4th Mar I end up having to call CC again because no one had bothered to call me in Feb to let me know about my back ordered exhaust pipe. I was told it be in on the 9th Feb and be getting a call when we could finally finish the repairs on my car today is the 20st and I had to call CC AGAIN to find out whats going on and found out I am apparently not in their system since she could not find me (but different Acura) and my Case Manager apparently ain't in but be calling tomorrow which pretty much means I end up calling CC again.
  - at this point I believe some other Acura is driving around with my back ordered exhaust pipe and I get ready for excuses while still being unable to close this case with the at fault driver.
  My car is my living and I told my Case Manager, so it is even more upsetting that I can't do my job because CC doesn't do theirs but with the difference that they get paid for messing with my livelihood.
  - Filed a Yelp complain (can't reach anyone in charge who matters) and was ignored so at this point I am left with no choice but BBB

  Business Response

  Date: 04/03/2023

  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 matter. 

• Initial Complaint

  Date:03/20/2023

  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 dropped my 2015 ****** tundra off at caliber collision on Defense Highway, February 20, 2023 for repairs as a result of an accident. I have been given the runaround about when my truck would be complete. I found out today that supplements were not submitted for payment And now my truck is completed with repairs and it's being held hostage for payment from the insurance company. After further research, I find out that the truck has been completed for well over a week and a half the supplement was never submitted to Geico for payment I dealt with a young lady who answered the phone who cussed at me and was rude. I spoke to ***** multiple times over the last couple weeks who kept giving me the runaround and not telling me the truth about the trucks status. I spoke to a supervisor this morning who said "I'll call you back I have to do payroll" and gave me no answers to my questions or concerns and was overall rude. ***** has paid two payments so far I have paid my deductible and my truck is still being held hostage.

  Business Response

  Date: 10/05/2023

  All non-drp customers are informed at drop off that we will need final paperwork and payment from the insurance company prior to the vehicle leaving. Paperwork was uploaded to Geico in a timely manner, it was just a matter of waiting for them to come to the shop and complete the supplement. The vehicle was picked up by the customer on  3/21/23.
  
  Thank you,
  
  *************************
  Regional Manager MD

• Initial Complaint

  Date:03/19/2023

  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.

  Eight Months ago ************* Dealership made financial arrangement for me to have my car repaired with tech ***********************, I notice several issues with quality of workmanship and bumper cover that was replace had gaps and loose, did not looked like a new ****** part as stated by Caliber and quarter panel were uneven after Caliber worked on my car. I ask to use my warranty and have them correct the issue,nobody ever follows up with me. I file a complaint *** for inspecting the work, photograph ,and immediately complain. *** agent stated ,He also said he was provided with receipts that parts installed were ****** parts and new, that he order them contradicts what was told to *** agent , ***** claimed it was new damage and that the bumper was already like that without ****** parts or fasteners. Stated he would not honor or mediate the Caliber lifetime warranty. I also took car after he made that statement to another Caliber to have his work inspected ,the shop said it wasn't not quality work and they could not fix what tech did, to take my car back to original shop:Caliber stated you can take the car to any shop. They contacted shop and ***** calls left a voicemail records about my car, I called her back she claimed I never was called me and would not cooperate with me, she said we don't have anything that showed your car was fixed, I was placed on hold long period of time and I explained, I have RO number and just want car to be repaired at other shop.They were unwilling. I researched the *** site and they confirmed that this Caliber did not have proper license renewal to work on my car at the time repairs were. I also reached out several times to the corp office and have emails nobody responded nor assisted me with my complaint. I want money refunded to cover repairs at my preferred body shop to correct their work and rental car coverage.

  Business Response

  Date: 04/03/2023

  Good afternoon, 

   

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

• Initial Complaint

  Date:03/15/2023

  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 a most unpleasant, unprofessional, unfriendly interaction with Service Tech ******* this morning. From the beginning of our meeting...he was standoffish and cold in his demeanor...and upon examining my vehicle for estimate repair for my insurance company, as I asked him questions...he became rude, seemingly agitated, and inexcusably disrespectful. He erroneously called my custom grill inserts "plastic" (they are obviously metal), he stated that he was doubtful he would even be able to find a replacement front end grill for my vehicle and then stated the wrong year for my vehicle (I had to correct this error also), and then he shook his head and walked off, just leaving me behind...standing next to my vehicle. Are women not expected to know the exact details of their vehicles?! Upon such gross treatment...I reported the unprofessional behavior to the service clerks inside (one looked Black/White biracial and the other White...both females) and also informed them I would not be completing service there as a result. However, they seemed uncaring as they responded nonchalantly and offered no apology. Afterwards, I immediately called my insurance company and reported the treatment...and ultimately had them cancel service with this center. I wouldn't trust someone like these folks nor ******* to simply change a tire on my vehicle...let alone do a good job on a major repair, as my vehicle requires. As a Veteran...I ensure that will never seek to use not will endorse this particular facility to any folks I know who might become in need of vehicle repairs. Do better!

  Business Response

  Date: 04/03/2023

  Good afternoon, 

  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 matter

  Customer Answer

  Date: 04/05/2023

  I have reviewed the business response and accept this resolution. 
  

  As requested the Caliber Collision address is the one located at:
  

  5300 E Central Texas Expy
  *******, ** 76543
  **************

• Initial Complaint

  Date:03/11/2023

  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 contacted Caliber Collision in March 2022 for a broken car door. My insurer Geiko paid them the quote (~$4000). And cashing that check was the last thing caliber collision has done for me for the past year. They have been completely uncommunicative, and I don't even believe they ordered the necessary part. They have given me some HR speak on the phone to the effect of "we're so sorry, we will do it as soon as possible, we will make it right, etc." but they have all been a lie. Nothing has been done for an entire year as my money sat in their bank account.

  Business Response

  Date: 03/15/2023

  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 is a timely manner.

  Customer Answer

  Date: 03/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This incident was with the ********** branch. In my original complaint, I said my money was in your account. I learned this was false, as I have learned, you were given the check for the job you agreed to do, but you never cashed it or did the job. So I would like to correct that.

  Business Response

  Date: 06/02/2023

  Ive reached out to customer, also attempted to make notes in the BBB website. The customer has not returned call. We have not repaired this vehicle and dont show any money in our CCC posted anywhere.

  - *********************, Regional manager 

• Initial Complaint

  Date:03/01/2023

  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.

  Date vehicle was taken to Caliber Collision Center: 4/8/2022
  Payment issued by ******** insurance for $$6963.14 on claim # ********* to Caliber Collision Center
  Received vehicle back by October.
  Vehicle was missing driver-side door door moulding on driver's door.
  Mentioned this to ******** whom said Caliber Collision Center needs to submit a 'supplemental' order and complete the repair; no new claim would be needed - just fix it and done.
  I have followed up with manager, Joshua *****, of Caliber Collision Center at the Lancaster - Trevor Ave center but he has ignored all communication attempts by both myself and ********

  Business Response

  Date: 03/08/2023

  The Customer has been in contact and his concerns regarding the door molding have been taken care of by our sister store in Glendale CA. Since customer has moved out of our area sister store was able to assist with getting molding replaced.
  
  
  
  -Miguel ********, General Manager

  Customer Answer

  Date: 03/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  This response is being construed in a manner that my moving away is why a sister branch fixed this issue;
  
  
  
  Regardless of moving, I would've filed a complaint for incomplete service and gone to any other center.
  
  
  
  I went to a different service center because the original center took a total time of April 8th (car turned in) until March 11th ANOTHER office had to take care of it since the part was not ordered since OCTOBER 2022, further delaying this problem.
  
  
  
  Furthermore, Lancaster Caliber Collision Center was aware that service was not complete in October by both myself and *** insurance agent and when I spoke with the Caliber Manager - Lancaster in March '23 he confirmed this was not ordered by the staff member assigned to this service order.
  
  
  
  The excuses enumerable and this complaint is to serve as a warning for potential customers of the service rendered at this location.

• Initial Complaint

  Date:03/01/2023

  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 dropped my vehicle off for repairs on 12/19/2022. They told me pickup date of 1/31/2023. I received texts all throughout January stating we are still on track for 1/31. On 1/30/2023 they texted me said pickup is moving to 2/28/2023. I call and ask reason for the delay and why are they telling me day before pickup. They apologized and said they would keep me better informed and said there was a delay in specialist to inspect/repair the dash + paint (not due to part delay). I call again on 2/21/2023 to confirm pickup of 2/28. An associate answered the phone and when I gave him my name he said "kill me now". He proceeded to confirm still on track for 2/28 pickup. 2/28 comes, I refresh the online portal for the roughly fifth time that day, pick up has now changed to 3/31. I received no communication during the month of February, including to inform me when and why my pickup was extending again. I call on 2/28 to again ask why is pickup moving and why is know one informing me of what is going on. The gentleman on the line explained again a delay in the specialist and delay in paint, which was the same reason in January. I asked when am I getting my car he said he can't confirm any date and cannot tell me when I will get my car. He promised to keep me better informed. I told him I'll believe it when I see it because my experience so far has been not good, he then hung up on me. I want the work completed on my car and my car returned to me. I'm left with no answers and being felt like nobody is being honest about what is going on.

  Business Response

  Date: 03/08/2023

  Good afternoon,
  
  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 is a timely manner.
  
  

  Customer Answer

  Date: 03/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Additional info requested by company:
  
  Caliber Collision - Lake *****
  *********************************************************
  See Attachment/File: PDF document.pdf

  Business Response

  Date: 03/15/2023

  Good afternoon,
  In response to the complaint. The repair process on this vehicle is very large and complicated. We have had parts delays, sublet vendor delays as well as inhouse production delays. Which is common in the post covid era we are in. We have had communication gaps, which we take full responsibility for as well. I have personally taken over communicating with the customer to insure they know what the status of repairs are. This vehicle is a primary focus for our team to have the repairs completed ASAP as well as keeping the customer informed as we move forward.
  
  Regards,
  ***********************
  General Manager
  
  
  

  Customer Answer

  Date: 03/28/2023

  I wish to reopen this complaint. I went to pick up my car today and it was in considerably worse condition than when I dropped it off! I drove off the lot and my car began shaking uncontrollably, smoking, barely responding when smashing on the gas pedal, rubbing noise when turning. I had to turn around within a mile from leaving the shop. Nothing about my experience is being handled correctly. My car is still not repaired.