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.

close

Find a Location

Caliber Collision Centers has 1419 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/12/2023

  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.

  Somebody stole my catalytic converter I got it fixed through the insurance but less than 6 months later the check engine light was coming off for the catalytic converter and I've been trying to take it to the shop that fixed it from that point on and they refuse to fix it and I went through the insurance company that had me go through Honda and still nothing so I'm going through you guys to get a resolution.

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 6, 2023/01/19) */
  Greetings,
  
  I will look into this and get back to you as soon as possible.
  
  Thank you,
  Nick Barrios, General Manager
  
  
  Consumer Response /* (2000, 8, 2023/01/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Sound contacting me to bring the car in I'm going to do so and see where this goes
  
  
  Consumer Response /* (3000, 12, 2023/02/27) */
  Car broke down transmission went bad due to the faulty catalytic converter sold it to Pick-N-Pull for $400 my blue book value was 7,000 thank you for nothing you and the shop

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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.

  Vehicle in question is a 2022 jeep wrangler with 1082 miles that was three weeks old. Damaged vehicle dropped off at Caliber Collision on October 24 after waiting 16 days to be dropped off as per Caliber Collision. They advised to wait as they would not be able to touch it until the date that it was dropped off since then the vehicle has not been repaired. Weekly calls and biweekly visits were done due to not being able to get somebody on the phone. Every time I visited the office they told me that next week they were going to start working on it and it was always an excuse on why they were not able to. I paid $2200 for parts before the vehicle was dropped off Caliber Collision had the parts necessary to fix the vehicle, and as of January 10 no repairs have begun. Same excuse was given on January 10 last visit that they were waiting to buy a parts necessary to be able to repair the vehicle which I was told was purchased in November. Initial repair time given by Caliber Collision was 8 to 9 business days understanding that there may be a 1 to 2 week delay. There is no reason why vehicle was not given back to me within 30 days of delivery. We are now in the third month of car sitting at repair shop.

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 5, 2023/01/26) */
  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.

• Initial Complaint

  Date:01/05/2023

  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.

  Description of Complaint:
  January 5, 2023 My car was towed to Caliber Collison in 4790 South Dixie Drive, Moraine,
  Ohio (near Dayton) in early November 2022. At the time, I was
  told it would be worked on in December. To date it has not been
  brought into the building yet , it has been sitting outside exposed
  to the elements and it has been up to me to get updates. In the
  meantime, NO ONE has apolgized, or come up with a solution
  and I have only been told they are "doing everything they can."
  That means NOTHING. In the meantime, my insurance company
  is no longer able to pay for my rental car so I am out of pocket at
  least $1000 so far with no end in sight.! Additionally, I am moving
  and need to ship my car where I am being transferred for a job.
  This company is holding my car hostage and I am not getting any
  help. Please help me resolve this issue as soon as possible.
  ********* ******

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 6, 2023/01/17) */
  1/6/23 - I am the manager at our Centerville location. My regional manager asked me to take the repair over. I contacted the customer and explained the situation and that we would be able to get her vehicle in sooner than Moraine. I told her that we would tow her vehicle to our location and resume repairs. I told her that Moraine was busy and that they were waiting on some of the last parts to come in and that is why they were not able to start on any of the repairs. I told her it would still take some time to get her vehicle in as I do have a full shop as well, but that we would work it in and get her taken care of. She was pleased to hear from someone. I told her that once we were able to get the vehicle in and tore down, we would request the insurance company to come out to review supplemental damage. I explained to her that I would not be able to pay for rental because of the fact of B/O parts but we would be able to get her vehicle done quicker than Moraine at this time. She thanked me for calling her and updating her.
  1/11/23 - I called and spoke to the customer to let her know where we were in the process. I told her that we had to get a battery since the battery was dead. I told her that it would not start and we were having a third party company come out and diagnose. I explained to her that we would not be able to start on the body repairs until we were sure what issue was going on. I told her that we would get the insurance company involved once we new any details and we would reach back out to her.
  1/17/23 - Called and left a VM to give her an update on her vehicle not starting. We were able to get it started by the third party company and we were beginning the process of the repair this week and to call me back with any questions.

• Initial Complaint

  Date:12/13/2022

  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.

  - Car was broken down due to accident on May 13th, 2022.
  - It was not drivable condition, so I took the car to the shop immediately
  - Original repair complete estimation was June 30th, 2022
  - Without explanation, fix was delayed to Aug 18th, 2022
  - During that time they have not contacted me nor explained what caused this delay
  - Fix was delayed to Oct 14th, 2022
  - Fix was delayed to Dec 2nd, 2022
  - Fix was delayed to Dec 23rd, 2022
  - Please see attached txt message as a proof of the delay
  - During that delay, they were not clear on why this delay is happening
  - Due to this delay, I am getting direct financial loss every day
  - Even if the time comes at Dec 23rd, they will not fix the car entirely. The car will be still not in running condition. They insist me to tow the car instead of driving it out
  - Desired resolution is have them fix the car entirely. Cost will be covered by other person's insurance since the other person(Who hit my car on the accident)'s insurance company accepted liability. and the shop should sort out with the insurance company (Mercury insurance). They are denying to deal with other person's insurance company.

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 5, 2022/12/16) */
  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.
  
  Best,
  Shaquanna ********
  Marketing

• Initial Complaint

  Date:12/10/2022

  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 collisions fixed my car body problems after my accident but left me with more problems, I pick up my car on a Friday before they close (go figure) and my car won't start, the associate admitted to me that they took my car to alignment while the key was still a mile away at caliber collisions. I go to start my car this morning for work and it won't start. To make things even better once I'm finally in my car on Friday evening there's a huge scratch on my steering wheel that looks like someone took a screw driver to the side of it. Extremely unhappy!

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 5, 2022/12/16) */
  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.
  
  Best,
  Shaquanna ********
  Marketing
  
  
  Consumer Response /* (3000, 7, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No response. The address is 7304 N Nebraska ave Tampa Fl
  
  
  Consumer Response /* (2000, 9, 2022/12/27) */
  BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) Caliber Collisions has repaired my steering wheel that was damaged and offered to reimburse me for my battery. They have adequately resolved my car issues.
  
  Thank you,

• Initial Complaint

  Date:12/05/2022

  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 NOVEMBER 11 2022 I TOWED MY CAR AT CALIBER COLLISION TO BE REPAIRED . I WENT THERE NEXT DAY AFTER THE TOWING DROPED IT TO SEE WHATS GOING ON TO TALK ABOUT ABOUT IT . THEY DID NOT HAVE MY CAR KEY APPARENTLY THEY LOST IT I CAME BACK WITH THE SPARE KEY SO THEY HAVE ONE AND START MOVE THE CAR AND START WORK ON IT , 3 WEEKS LATER I FINALLY HAVE TO MOVE THE CAR FROM THIS SHOP TO ANOTHER ONE DUE TO INSURANCE ISSUES .ON THE DAY OF MOVING THE CAR THEY DID NOT HAVE ONE OF MY WHEEL AND NOBODY COULD SAY ANYTHING ABOUT IT . I JUST WANT A SERIOUS EXPLANATION WHAT HAPPENED AND WHOS GONNA BE RESPONSIBLE FOR ALL THE LOST .THE SHOP AND THE SERVICE ADVISOR DID NOT SAY ANYTHING ABOUT WHOS GONNA PAY OR WHATS THE PLAN TO REPLACE MY 2 ITHEMS

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 5, 2022/12/08) */
  Good afternoon,
  
  We want to make sure we address the customer's concerns but are missing the center she dealt with. Will you please provide the address and city, please? This will facilitate our addressing of the issue is a timely manner.

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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 managers and estimators that work for this business post false reviews online. I Took my '14 Ford Focus to this business, based on their reviews, after backing into a pole. (Whoops.) I was able to make an appointment to take my car in on October 5 and after an initial inspection to the damages, I was told it should be completed by 10/28. Once my car was there a few days, I got a call from my estimator Austin A, who said additional damage was found with my suspension and wheel assembly and an additional 2 weeks were needed. I agreed and he kept some contact on a weekly basis but the delivery date of 11/11 got moved to the 14th, then the 15th, ultimately ready by the 16th. After getting my car home I inspected the repairs myself and found issues with the fitment of my lift gate, which was scratching the bumper, tail light, and support beam due to being so out of alignment. My brake light was installed incorrectly, without the lightbulb even being installed in the light housing, the light bulb was underneath the entire light fixture. Most importantly and disturbing was the fact that they had replaced the rear wheel with a wheel from a different year Focus; it was the wrong color, lug nuts didn't line up like the other 3 wheels, and the inside had been spray painted to match. Of course, the week after I picked it up was Thanksgiving and they had to order a new wheel so I wasn't able to take it in until 11/28. As of 11/30, a new hinge was required to fix my tailgate problem and was promised to be delivered the next day, 12/1. It's now 12/2 and I've been trying to get ahold of them for two days with no return call or text, or any info on when my car will be ready. The other managers Tyler, and Austin, have been absolutely no help. I will NOT be returning here for any future repairs and based on my experience I will be telling my friends and family to avoid the headache I'm currently going through with Caliber and go somewhere else.

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 9, 2023/01/26) */
  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.

• Initial Complaint

  Date:11/30/2022

  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.

  Date: 9/4/2022
  Amount Paid: $499.99
  Transaction Number: XXXXXXXXX
  
  I paid for my car to repaired and the services were not completed.
  My dispute is that I took my car to be serviced and made arrangements to get to work and back.
  My car was completed in a week and I took the car home. A few days later my bumper came undone and I took more time off from work to get my car checked out. They simply popped my bumper back into place and when I got home it came back out of place. I called my insurance to help mediate and after 2 weeks I was told to bring my car back. I have no other means of transportation for them to hold my car. I requested a partial refund since my repair hasnt been completed and with numerous calls to the shop manager I have been met with "i'll call you back". It has been 3 weeks since the manager said he would "call me back". I took to social media to get someone else on the line and its been another week since I have been contacted from them. I paid $500 and my body work still isnt completed. I have sent before and after pictures

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 5, 2022/12/08) */
  Our team is working towards locating this client in our database and would like to make this right for the customer. Will you please request for this customer to provide the address of the Caliber Collision Center this complaint is about?
  
  
  Consumer Response /* (3000, 7, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response because the business has asked for more information on the case and the issue is not yet resolved. The business requested information on which center I went to. That center is 4720 S Collins St, ********** ** XXXXX
  
  
  Business Response /* (4000, 9, 2022/12/16) */
  Customer is coming in today so I can look at the vehicle.
  -Mario ******* General Manager

• Initial Complaint

  Date:11/18/2022

  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.

  Mid September 2022,I took my vehicle to get an estimate(in which parts were suppose to be ordered). My appt for Caliber was set for 10/3 & I rescheduled for 10/10. I haven't heard anything from the shop for 10 days so 10/20 I called & was told by Patty at front desk my car didn't get started & the hood just arrived on 10/18 & they still haven't started repairs. Meanwhile I was using a rental. I got 1 phone call from Steve *********, Manager & was told my car would be ready by 11/10. 11/10 comes around & I still haven't gotten any info about my car so I called & was told they are waiting on a splash shield (which should have been ordered in Sept with the estimate) & they NEVER called to let me know anything. That same day I was told my rental was up on 10/13 by my insurance & Caliber said another part was arriving 10/14 and my insurance asked if they could cover the additional days in which Steve was rude, short and flat said no when asked if they could cover my rental. On 11/14 I called to see if my part was in and they said no, called again on 11/15 and said the part just arrived. I called on 11/17 to see progress and they said they were waiting for part that they previously told me was in. I called again today 11/18 and they lied to me about parts coming in that they told me were there already. I reached out to corporate on 11/16 because I need transportation and corp was suppose to have the regional manager, Bob, reach out to me which never happened. Today I am told the part should be there but they don't know because they don't get eta's on parts. I NEED transportation & Caliber is not trying to help me or speed up my repairs. This has been the worse experience I could go through and Caliber has had NO communication with me unless I called them. It has been over a month of lies and the run around. I work in the automotive world & I am very familiar with repairs and parts which makes this worse because I can tell that I'm being lied too.

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 5, 2022/11/21) */
  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.
  
  
  Consumer Response /* (2000, 7, 2022/11/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Caliber Collision
  1375 Nottingham Rd, ******* ** XXXXX
  
  
  Consumer Response /* (3000, 12, 2022/12/02) */
  I did not accept response from Caliber Collision. Please open case back up as I have more information to provide and I am not happy at all with the service or damaged repairs to my vehicle
  
  
  Business Response /* (4000, 17, 2023/01/11) */
  Customer had first $500 deduct waived due to rental issues and then second $500 deduct waived to take a scratch on door panel somewhere else to have repaired with the money.
  
  -Kim ******, Regional Vice President

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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 representative that I was working with was Melissa Evans. The last text message that I received advised that the completion date of the repairs was updated from 8/31/22 to 9/2/22. USAA and Enterprise rent a car should have been notified that the completion date of the repairs was 09/2/22. I was charged $200 from Enterprise because they never received the updated completion date. I would like the $200 refunded.2016 dodge dartRO # XXXXXXXXXThank you,****** ********* ******************************** XXXXXXXX XXX XXXX

  Business Response

  Date: 02/06/2023

  Business Response /* (1000, 5, 2022/11/16) */
  We regret to hear about Ms. ********* recent experience with one of our Caliber Collision Centers. To better assist her, we need the address, city and state of the center, will you please ask her to provide?