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:02/22/2025

  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.

  Ive attached photos and a document indicating all my concerns with this business

  Business Response

  Date: 02/25/2025

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

  Customer Answer

  Date: 02/25/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/21/2025

  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.

  Ive had to bring in my vehicle In to get a job redone because there were bubbles coming up from the paint. They had to remove the rear windshield to repair it. On doing so they had to tape up the areas that were not to be painted. When removing the tape it took off the paint from the vehicle. Now Thier saying it wasn't their fault that it's a manufactured defect and that I would have to pay for it! I feel that if they did it they should repair it. They started to show me other vehicles that have the same problem with the same color paint. If they knew this was gonna happen then why did they do it. I ended up receiving my vehicle even worse then before! They offered just to paint it and cannot guarantee that it would work or make it worse. I feel if they did it they should fix it 100% and not half fast it. I can't afford to come out of pocket on something they were at fault with!

  Business Response

  Date: 02/25/2025

  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: 02/25/2025

  I am rejecting this response because:   It was with the Harlingen Location on ************************************************

  Business Response

  Date: 02/26/2025

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

  Customer Answer

  Date: 03/01/2025

  I am rejecting this response because:    It's been a few days and they are yet to contact me.

  Customer Answer

  Date: 03/05/2025

  Caliber collision in ********* has yet to contact me..it's been days that Thier corporate office said they would...

  Customer Answer

  Date: 03/12/2025

  It is now March 12th and the ********* is yet to contact me.

  Business Response

  Date: 04/03/2025

  Second notification sent to ****************

  Customer Answer

  Date: 04/03/2025

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 04/28/2025

  They have not contacted me. On their responses to the complaint. They said they would contact me but they never did. I first made the complaint back in February I believe and now were are nearing the end of April.

  Customer Answer

  Date: 05/12/2025

  I am rejecting this response because:   They have not contacted me. On their responses to the complaint. They said they would contact me but they never did. I first made the complaint back in February I believe and now were are nearing the end of April.

  Business Response

  Date: 05/22/2025

  Could the customer please confirm which center the vehicle was serviced at? This will help us ensure the complaint is directed to the correct department in the appropriate city and state.

• Initial Complaint

  Date:02/20/2025

  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 11/27/2024, I brought my car to Caliber Collision on ***** ** in Santa Fe for body repairs. I received my car on 01/22/2025 weeks after the vehicle was promised to me. The repairs were so badly executed that I returned the vehicle to Caliber the following day, 01/23/2025. The check engine light was also on when the shop received the car. The work was finally completed on or around 02/07/2025. When I picked up the vehicle the check engine light was still on. The following week, as I was driving on the Interstate the passenger side headlight fell off. I took the car to Caliber right away and showed the manager, ******, the car. Again I told him about the check engine light and he basically said that I was wrong and that the engine light was not on. The next day as we were driving on the Interstate, we picked up the headlight from the side of the highway. That day the Regional Manager from Caliber, ****, phoned me saying that he did not see any stretch marks in the headlight housing and he intimated that I did something to make the headlight fall out. Once again Caliber is blaming the customer. It is 02/13/2025 and I'm still without a car. I'm very disappointed with my experience with Caliber Collision on ***** ** in ********, **!

  Business Response

  Date: 02/25/2025

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

  Business Response

  Date: 02/26/2025

  This has been resolved. Customer is being mailed a $500 check. 

   

  **** ******
  Regional Manager

• Initial Complaint

  Date:02/19/2025

  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.

  My family has taken 3 vehicles to caliber collision in ********* since Oct 2024. The first was a minivan of my father's they never fixed correctly then refused to fix after my dad signed the paperwork. However the repairs should have been part of the original claim, the car was Wrecked. The next was a truck that caliber gave us and our insurance company the run around and finally our adjustor just totaled out the truck. Next my sons car, has now been at the facility over 30 days , they are using products they are not supported to use. Our policy is original manufacturer parts not after market and they put after market on the car. Icalled 2x asking to speak to the Gm, with no return call. I want the car taken to another facility, on their dime, fixed properly, and they need to cover any additional costs including the rental car.

  Business Response

  Date: 02/25/2025

  Can the customer confirm which ********* location their car was serviced? With this information we can deliver the complaint to the correct department. 

  Customer Answer

  Date: 02/25/2025

  ********** location,  **************;

  Business Response

  Date: 04/03/2025

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

  Business Response

  Date: 04/04/2025

  Customer's concern were addressed  seams like a delay in receiving this email vehicle was picked upon 02/28/2025 and caliber did supply rental vehicle while corrective repairs were completed.

  **** ******
  General Manager

• Initial Complaint

  Date:02/19/2025

  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 December 27th 2024 I was informed that my car was damaged while in the custody and care of caliber collision. My car is a numbered car and the 50th anniversary edition which makes it a collector's item. The damage done to the passenger side of my car while it was in caliber collision's custody and Care was improperly repaired and the paint that they used to fix it does not match the original anniversary color. After five attempts to get this problem resolved, they failed and there is still numerous flaws in the paint and damage to my numbered 50th anniversary edition car. It appears that they are unable to return my car back to its original paint color and polish. Therefore, I have to take my car somewhere else to get the job done properly and I feel that caliber collision should absolutely have to foot the bill for that and pay to have my car restored from the damage that was done to it while it was in their custody and Care. Therefore, I am filing this complaint with the better Business bureau and I will be seeking legal counsel should this matter not be rectified to my satisfaction and to restore my 50th anniversary edition car back to its beautiful state prior to the damage done to it while it was in caliber collisions custody and Care.

  Business Response

  Date: 02/25/2025

  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:02/18/2025

  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 am filing a formal complaint regarding the unprofessional, dishonest, and incompetent service I received from Calliber Collision located in *********************. The repair process has been severely delayed, communication has been lacking, and the work performed on my vehicle was subpar.Timeline of Events:09/20 I requested the necessary parts be ordered for my vehicle.3 months later 12/20 I picked up my vehicle after initial repairs, only to find the work incomplete and poorly done. The bumper was not replaced as billed, interior plastic parts were scratched and improperly installed, and the technicians admitted to mishandling components.12/26 I called for an update on replacement parts and a rental car. I was informed that no progress had been made. I spoke to the manager since my initial point of contact, ****, was on vacation.01/06 I followed up again and was told replacement parts had finally been ordered, with an estimated arrival time of 34 weeks.02/10 I called again for an update but was told **** was unavailable and would return my call.02/18 After receiving no response, I called again and was informed that the parts would take additional weeks to arrive.Ongoing Issues:Despite my initial request dating back to September 2024, my vehicle is still pending repairs as of February 2025.I have had to initiate all communication, as the shop failed to provide updates.The manager, ****, was aware of these delays but did not follow up or take action.Promises, including a rental car arrangement, were never fulfilled.The quality of work was unacceptable, with visible damage and improper installation.Resolution Sought:I request that caliber collision complete the repairs immediately and ensures the work meets proper standards.This experience has been highly frustrating, and I believe the shop should be held accountable for their poor service and lack of professionalism.

  Business Response

  Date: 02/24/2025

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

  Customer Answer

  Date: 03/05/2025

  I am rejecting this response because:   
  

  buisness left a voicemail mon 02/24 

  Hey Miss *******, this is ******* with calliber collision. Just wanted to touch base with you real quick. I know we're waiting on a couple parts for the car. We're down to one part went to come in. ********* tells me that they have a release have it released, but they do not have it yet. They're telling me that they should see it this week, as soon as they get it they said they're gonna let us know and get us straight to us so as soon as I get that part of my hand I'll give you a call back. Get any questions. Give us a call here at the shop. If not, I will call you towards the end the week once we get that piece.

  Havent heard anything back since. So at this point nothing is scheduled and I do not know how much longer it will take. 

   

  Business Response

  Date: 04/03/2025

  Complaint has been resolved

• Initial Complaint

  Date:02/17/2025

  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.

  This nightmare started 4 months ago. After being involved in a hit and run I set up repairs through State Farm with Caliber. Upon picking up my vehicle in October ************************* the parking lot; I noticed the rear wheel ***** were missing various retaining clips. I immediately notified the associate I was working with and he replaced the clips. I then further inspected the job and saw that the rear bumper was misaligned and not correctly installed. The associate stated that its an aftermarket bumper and that is just how they fit; but if I would like for them to try getting it aligned better to give him a call. Over the next three months I have called, made appointments, and dropped my vehicle off several times all for nothing. Because Caliber has done nothing. Every time my vehicle's bumper is supposed to be fixed; my vehicle has been returned to me in the same condition. Essentially Caliber has been wasting my time saying they are working on the vehicle when in fact they have done nothing but just hold onto it for a couple of hours then return it to me as if I am stupid and don't see that NOTHING was done. Why have a warranty about poor workmanship if you are not going to honor it? I specifically chose my vehicle due to it's safety features and I now feel that my vehicle is not safe to drive with myself and my family due to it not being repaired properly.

  Business Response

  Date: 02/24/2025

  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: 02/25/2025

  I was doing business with the following location:
  *********************************************************************

  
  My original service advisor in October was ******. Upon pickup, he stated that "that is just the way the bumper fits because it is aftermarket" but he could order a new bracket and try that if I was not satisfied with the fit. 
  When I took my vehicle back the 1st time I was informed ****** no longer worked for the company and **** ( who I was told was the manager) would be taking care of me from then on. I communicated with **** and set up a time to take my vehicle to the repair shop. **** said they would try to realign the bumper and it would be a fast service because they could just pop the bumper off and realign it. Which I knew to be a false statement because I work in the automotive industry and know that the sensors need to be recalibrated if the bumper is removed; of which **** never said they would be doing. I returned to pick up my vehicle and NOTHING had changed; it was still misaligned and had a gap. **** then stated he would order a new bracket and call me when it came it later that week.
  After the week passed and not receiving a phone call I reached out to **** who stated I could bring in my vehicle and and they would replace the bracket. I played along and dropped my vehicle off at approximately 9:30 am on Jan 20th. They kept my vehicle all day and once again NOTHING was done. This time **** basically stated that nothing was done and he could just order a whole new bumper and would call me when he received it. Of course I never received that call. So after the original repair I have been lied to and just given the run around. **** has just been wasting my time in the hopes I would just go away. Once he seen that I was not going to drop the manner he is no longer taking my calls or calling me back. Caliber has no intention of honoring their OWN warranty; which is unacceptable.

  Business Response

  Date: 02/26/2025

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

  Business Response

  Date: 02/28/2025

  We are looking into whether this can be warrantied with ******** and will go with *** if needed.
  Before uploading a late final bill or supplement to SF, please check in with me.
  While the A/M bumper fits well, there is a noticeable difference in the texture trim compared to the *** wheel opening trim. If an *** bumper resolves the issue, well proceed with that.
  Let me know if any assistance is needed!

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

  Customer Answer

  Date: 03/06/2025

  I was contacted by **** from the Indian Land Caliber Collision on 2/26/25 in regards to my complaint. **** stated that it was not poor workmanship because he had no control over my choosing my insurance policy that stated an aftermarket bumper was to be used. I brought to his attention that he did have control over his communication and how he has wasted my time on numerous occasions by having me bring my vehicle to the shop and it still not being repaired properly. He agreed that there had been poor communication due to personal circumstances but that during the timeframe of Dec/Jan he had submitted pictures to my insurance company to request permission to use an *** bumper and that it was not his fault that my insurance company had not responded to his request. At the end of the call I was told he would follow up once he received a response from my insurance company.

  
  On 2/27/25 I called my insurance company to inquire about the date; if and when they received pictures and a request to use an *** bumper for my repairs. During that phone call I also submitted photos to the insurance company to show the misaligned bumper.  I was informed by a claims agent that they had received the pictures on 2/26/25; NOT in Dec/Jan as I was told by ****. Fast forward to to 3/5/25; I was informed by my insurance company that Caliber Collision was issued an additional payment of $387.30 to order the *** bumper and properly repair my vehicle. As of today 3/6/25; I have yet to receive a call from Caliber Collision to acknowledge the payment and/or schedule my repair.

  Customer Answer

  Date: 04/13/2025

  After waiting a few days after being notified that payment was issued from my insurance company; I had to yet again reach out to Caliber to inquire about when my bumper was going to be repaired. A date and time (Mar 21) was setup for the repair to be completed. When I arrived, the center was unsure if my bumper was ready to be installed and had to check. After verifying the bumper was there and painted it was installed. Prior to installing the bumper I was made aware that they forgot to order the step pad for the bumper and I would have to either return to get it installed or they could come to me to install it once they received it because it was now on backorder. As I sat and waited on my vehicle I looked up the step pad and lo and behold it was in stock and said it could be delivered to a local dealership within a day. So yet again LIES. The bumper was changed and aligned as it should but my vehicle was returned to me with the lower part of the bumper not fully seated and the clips were not attached. I once again called this to Joshs attention; twice; and was again met with excuses of how the other bumper must have warped the clips and he could order a replacement. I said I was not interested in waiting for a replacement as it was simply a case of them not clipping the clips in place as they should. He took it back into service and they clipped the clips in place. A small gap does remain but I am over dealing with this shop and this situation. A week later after I reached out to them AGAIN. The step pad was installed and the nightmare of dealing with this shop is finally over - 5 months later. I will NEVER use nor recommend ANY Caliber Collision for any kind of work. This was a horrible experience that wasted so much of my time. NEVER AGAIN.

  Business Response

  Date: 05/22/2025

  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:02/16/2025

  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.

  My 2023 ******* ************* was repaired by this business in December 2024. They broken a letter emblem on the tailgate and were supposed to replace it when they got a new one. Its been over 2 months and it still hasnt been done. Ive called and keep getting the same excuse that they are awaiting the letter emblem. It takes only 3 days to get this replacement part as I have made inquiries. Insurance paid for this part so there is no reason not to get this done. I have made other arrangements to have this done. People need to know that this company is not reliable.

  Business Response

  Date: 02/17/2025

  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: 02/17/2025

  The lettering on the Tailgate that says SANTA ****  was damaged by the body shop when they were installing it in December. They informed me they would get a replacement. Every time I called they said they havent received it yet. I ordered it myself and replaced it. They still havent called me back about the replacement but it was paid for by insurance company. This company can not be relied on for quality work.

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because: 

  The lettering on the Tailgate that says SANTA ****  was damaged by the body shop when they were installing it in December. They informed me they would get a replacement. Every time I called they said they havent received it yet. I ordered it myself and replaced it. They still havent called me back about the replacement but it was paid for by insurance company. This company can not be relied on for quality work.

  Business Response

  Date: 02/25/2025

  Can the customer confirm which location their car was serviced so the complaint can get sent to the correct department? Soon as we get this information, we can ask the center for a resolution. 

• Initial Complaint

  Date:02/14/2025

  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 used Calibur Collisions to repair my car after an accident. My deductible was supposed to be waived. I was out of the country so I had my mom pick up the car for me. They wouldnt let her leave without paying the deductible.Theyve agreed that collecting the deductible was a mistake but have now taken over a month and a half to pay it back. They dont provide any updates and say its out of their hands. Essentially they owe us $500 and are making it as difficult as possible.

  Business Response

  Date: 02/24/2025

  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:02/10/2025

  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.

  My car was stolen on Dec 13 and recovered on Dec 29. I have attached a letter explaining the situation and circumstances.

  Business Response

  Date: 02/24/2025

  I am aware of this customer and the delay in ***********************. ******* Bio was contacted and signed document was signed by shop to them on January 8th. ******* made contact to shop on january 10th. There were back and forth calls between shop and SERVPRO on when someone would be dispatched. ******* kept moving date to come out to shop. ******* issued estimate to shop on 1/31/25 and arrived to clean car on 2/5/25. At that point vehicle promptly moved into production and was completed on 2/11/25. 

  
  Abraham Mohammed  
  General Manager