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:11/02/2022

  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.

  Caliber Collision previously made repairs to my car that subsequently failed. Caliber Collision agreed to fix the broken parts (again) and my vehicle was picked up on 11/1/22 to begin repairs. All parts for the repairs had already been shipped to their location, so it was simply a matter of installation. At the end of the day on 11/1/22 I was informed that they were unable to begin repairs, but was assured that repairs would be completed by 11.2.22. I called today to confirm that repairs had been started, only to be told that they still had not begun and that nobody was available to begin. At this point I have been informed that there is no estimated date for my repairs to be started, let alone completed (essentially, my car is being held at their shop until they arbitrarily choose to actually start working on it).

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/14) */
  We regret to hear about Mr. ******** recent experience with one of our Caliber Collision Centers. To better assist him, we need the address, city and state of the center, will you please ask him to provide.
  
  
  Consumer Response /* (3000, 7, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1312 Farm to Market 685
  Pflugerville, TX 78660
  
  
  Business Response /* (4000, 11, 2022/12/14) */
  Thank you for the email. This claim has been resolved. The vehicle needed the windshield to be replaced. We ordered the windshield and was waiting on the sublet vendor to come and install it. The guest wanted it installed the same day however the sublet vendor could not make it out the same day. We made arrangements for the glass company to go to the guest in order to not inconvenience the guest while waiting on a vendor to come in.
  
  -Shea ********** Regional Manager

• Initial Complaint

  Date:10/27/2022

  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.

  Caliber Collision
  601 South Texas Ave, *****, ** XXXXX
  
  My daughter was involved in an accident. The other driver was deemed at fault. We chose caliber because we have used another shop in another town with no issues. This was not the case for us this time. Caliber did not inspect the car and submit appropriate paperwork to the insurance company from the beginning. Our technician, Marcos, stated that we did not give him accurate information (ie: I told him when we called to make the appointment that it was thumping and making a noise, he states he wasn't told). I told him multiple times about the noises. We were told twice that our car was ready for pick up, only to get there and it not be right. They gave inaccurate information to progressive, while not documenting appropriately the damage our car sustained.

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 9, 2022/12/09) */
  11/25/22: "We have attempted to get the issue resolved. We had the vehicle diagnosed and insurance did not see it as a coverable piece of the loss but is wear and tear on the vehicle. This is not a warranty issue, rather would be up to the insurance whether it is covered or not."
  
  -Brian ******
  General Manager

• Initial Complaint

  Date:10/19/2022

  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.

  Worst experience I've ever had with this company. Car came back with more issues than when dropped off. Management was very unprofessional and refused to take responsibility. Issue with vehicle were all exterior. We got our vehicle back with interior issues
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/26) */
  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.
  
  Best,
  Shaquanna H*******
  Marketing

• Initial Complaint

  Date:10/18/2022

  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.

  2/10/22 Rear ended by uninsured motorist2/10/22 Claim XXXXXX GM with myinsurance, including roadside to tow vehicle2/10/22 Vehicle towed and left atunsecured lot, vehicle unsecured2/14 or 2/15/22 I called Caliber to inquire about myvehicle and they had not received it. I did a lot of searching and Caliber found mycar in the parking lot of the WAWA with the keys in it unsecured. It had been heresince 2/14/22 unsecured and Caliber did not know it was there.2/15/22-current.....I have since found out that the reason the car still isn't ready is that during the repair process the technician working on my car was let go due to negligent and substandard work that had been going on for quite sometime prior to my vehicle failing their inspection. I have had to deal with 5 different rental cars, spent hours on the phone trying to get information but have only been lied to, misinformed, and ignored. I would like a resolution from my insurance company and Caliber Collision as they work together. I have been a multiline customer with Nationwide Insurance for 25 years. The expenses from this entire claim including personal expenses completely outweigh the value of the vehicle and it should be totaled.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/26) */
  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.
  
  Best,
  Shaquanna H*******
  Marketing

• Initial Complaint

  Date:10/14/2022

  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.

  On June 25, 2022, we were hit by another car -Caused us to send our car to Caliber in Westfield to be fixed- we were told it would take a few weeks to get fixed. - It has been 4 months, and they keep pushing it out. - Now telling us in won't be done till January or after.- We have asked them to use a used or a new part. They keep telling us its a Toyota industry short.- Nowhere in the News has anyone talked about Toyota having problems.Why are we? The guy that hit us should at least be paying for a Rental Car, and we haven't even been provided that.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/26) */
  Due to covid, parts vendors have not recovered from a supply chain issue. Parts are very hard to obtain for certain makes or models and this is an industry issue that does not only affect Toyota's, but all makes/models. We do our best to source all options however in certain cases (part being structural or safety) we cannot repair until we have parts. Caliber does not make parts so we are at the mercy of supply chains.

• Initial Complaint

  Date:10/10/2022

  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.

  USAA insured who went to Caliber location at 355 n 17-92 in Longwood for an estimate appointment. Prior to my scheduled appt we exchanged emails and they had it in writing that I had not assigned them my benefits. I was coming in for an estimate to understand their timeline and repair process before making a decision. I came in for estimate and repeated my position. Regardless, after I left Caliber fraudulently claimed to USAA that I had assigned them my insurance benefits and were issued payment by USAA. I was notified by USAA and called them to stop the check and explained my position to USAA. I continued having difficulty scheduling my repair w other USAA network collision providers for most of two months only to discover on Oct 10 that Caliber never 'unassigned' my fraudulently assigned benefits and even refiled w USAA for payment and received that payment on Aug 26th which kept me from being able to get another shop to do the job. All this time Caliber has been fraudulently holding my insurance payout while also holding my insurance assignment effectively hostage. I never chose to do business with them in the first place. It is unthinkable for them to have done this and been allowed to profit from it while seriously hindering our ability to recover from this loss. Shame on you, Caliber Longwood. May all other USAA insureds look elsewhere for service with integrity. USAA can get their money back but my time and usage and the damage to the sitting vehicle are not as easily repaired. This business practice is not okay on any level.

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 7, 2022/10/19) */
  Good afternoon,
  
  This member came in on August 2nd and explained she had to have the car repaired and back within two weeks. We explained the issue with parts and sometimes, they can take a while to get. We also explained that there can be hidden damage after tear down. She was extremely upset and crying and said this is unacceptable. The service advisor apologized and let her know she can call USAA and take it to a different shop since we were unable to guarantee the two week repair. We noted the estimate for USAA explaining this is the Initial Estimate-Do Not Pay. Date scheduled was NA because she did not want to repair here. Also, on the top of the estimate, we added the notes regarding Supplements, which we add when we do not Capture the Repair.
  
  ******** ***** General Manager

• Initial Complaint

  Date:10/08/2022

  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.

  I took my vehicle to Caliber for collision damage. After picking up my vehicle there is paint overspray, the bumper and fender weren't attached to the vehicle properly and the r and I fender is noticeable out of place.
  

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 5, 2022/10/11) */
  Good afternoon,
  
  We want to make sure we address your concerns, but we are missing the center you dealt with. Will you please provide the address and city, please? This will facilitate our addressing of the issue is a timely manner.
  
  Best,
  Shaquanna ********
  Marketing
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1009 Shelby LN is the center I took my vehicle to. Repairs on a 2020 Nissan Pathfinder to Derek Suluvale and ******* ****.
  
  
  Business Response /* (4000, 17, 2022/12/09) */
  We are currently trying to locate customer Micheal Moore in our database. Can he confirm 1009 Shelby LN in Tx, FL, AL or TN?
  
  Do you have any additional information you can provide us? Vehicle VIN? Insurance claim? License Plate? No one at the location is familiar with this customer. I researched the name, email, and phone number but I am unable to locate anything in our system globally
  
  I also reached out to the number below, and it went straight voicemail. I will attempt the email as well.
  
  Thank you
  Damon Haywood, Regional Manager- Austin, TX
  
  
  Consumer Response /* (3000, 23, 2023/01/03) */
  These (attached) are the documents from my insurance company. Thank you.

• Initial Complaint

  Date:10/06/2022

  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.

  3 months ago I get my car to the workshop to fix my rear bumper. When they finished I noticed the bumper is not in the right position. Was a gap between the body and the bumper. I called the manager William and he made the appointment for 1 week later. I was 4 times refused because his not there and just him can resolve my problem. Finally 5 th time after 5 weeks told me he need to order a bracket what they broke when put my bumper back. After 10 days I called him (Mr Williams) .He told me the part is arrived, l can go to fix my car. I arrived in the shop when Mr Williams start telling me the part arrived but he cand find it. I was very upset and I ask him why he doing this to me. Back and forth from 2 months. He told me when he gonna find the part he gonna call me and fix the bumper. I waiting from 4 weeks. He never called me back and my bumper is not fixed. Please help me out to resolve this problem. Sincerely ****** *********. Thank you

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Good afternoon,
  
  We want to make sure we address your concerns, but we are missing the center you dealt with. Will you please provide the address and city, please? This will facilitate our addressing of the issue is a timely manner.
  
  Best,
  Shaquanna Harrison
  Marketing
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I provided the address. Is 15508 Midway rd. Addison tx 75001.Phone-469-840-0895.I want to notify that my car is a hyundai elantra 2021 red color.Thank you. I hope my problem will be resolved.

• Initial Complaint

  Date:10/03/2022

  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.

  Worst repair place I've ever been to. I had some body damage from a car accident and insurance from the guy that hit me was supposed to cover the repairs. This place fixed the body damage and give me the car back undrivable. They tried to claim that it was an engine problem not related to the accident, but I'd been driving the vehicle fine for 2 months before I could even drop it off for repairs. They let my car sit for 2 months for no reason and return it broke. Then they wash their hands of responsibility, say it's my problem, have a nice day.
  They were professional, but they're liars. Don't go here unless you want your car in worse condition.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Good afternoon,
  
  We want to make sure we address your concerns, but we are missing the center you dealt with. Will you please provide the address and city, please? This will facilitate our addressing of the issue is a timely manner.
  
  Best,
  Shaquanna ********
  Marketing
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  *** ******** ***** *********** ** XXXXX
  I don't want a refund, I want them to pay for the rental vehicle that I just spent $915 on and the repairs to the engine which was another $1,052. They say they're policy is to not help out their customers, but I know they scammed the insurance company $8000 to fix my car which could've easily have been $2000. They are terrible at communicating and lie.
  
  
  Business Response /* (4000, 12, 2022/11/07) */
  ***Document Attached***
  Good afternoon,
  Mr. ********'s vehicle was brought in for repairs on August 9,2022 with 59,274 miles on the odometer. Repairs were started right away on his vehicle, including a prescan to check for loss related electrical Diagnostic Trouble codes. His parts were ordered on the 10th of August with the LT Quarter panel being back ordered until the beginning of September. We communicated this information with the customer on September 15, 2022. During this communication we let the customer know that his repairs would more than likely not be completed until September 30,2022. The back ordered part arrived earlier than expected on August 24,2022. We notified the customer of his parts arriving early on August 26, 2022 and let him know that the technician was going to work through the weekend to try to get him back in his vehicle before there was a rental concern. We were then able to complete the vehicle and have it ready for delivery on September 6, 2022. The customer picked up his vehicle on September 6, 2022 and left a post delivery survey stating "Great service and exceeded expectations". The customer called the following day with a complaint of drivability issues. We instructed him and had him bring the vehicle back right away. We had a Platinum Programming, A diagnostics company come out to inspect the vehicle on September 8, 2022. They diagnosed the vehicle as having "active codes in the PCM for throttle Actuator stuck". This was explained to us as an internal issue inside the throttle body at the opposite end of the vehicle and that it had history codes of this issue 246Miles prior to the vehicle being dropped off at our facility. We then suggested that the vehicle go to the dealership to have further diagnostics performed to see if it was something relatable to the loss or something that was caused while being at our repair facility. We offered to have the customer pick up there vehicle or offered the option to take the vehicle to the dealership for their appointment. At that time I also discussed that if the malfunctioning part was not relatable to the loss that they would be responsible for the cost related to completing repairs. The customer opted to leave the vehicle at our facility and have us transport it to the dealer. The vehicle was setup for the earliest appointment available on September 28, 2022. We transported the vehicle to the Gary Mathews Chrysler for the customer on September 27, 2022 for the appointment. After the vehicle was diagnosed, I received a call from the service advisor at Gary Mathews Chrysler stating that the vehicle needed the throttle body replaced and was in no way loss related or caused by anything that the shop would have done during the repairs. The service advisor then relayed that to the customer and the customer picked their vehicle up from Gary Mathews Chrysler.

• Initial Complaint

  Date:09/29/2022

  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.

  I utilized this business to complete auto body repairs. The auto body work appears to have been completed to my satisfaction. My complaint, though, is in regards to my car battery. Upon completion of the work, I was told my car was having a hard time starting due to colder temps. I pointed out that it was only 55-60 degrees outside. I was then told that during the repairs process there was a slight drain on my battery but it was never able to fully charge but that it should be fine after the car was actually driven. I contacted the shop the following week because I was still having intermittent battery issues despite it being driven, as advised, as well as being jumped on multiple occasions. At this point, I was given a third version of events with the claim that the battery had actually been completely disconnected during the repairs and that they weren't responsible for the battery despite his agreement that the battery issue occurred while in the shop's possession. The matter was then escalated to Chris' manager who told me they had determined my battery was faulty when I brought it in. I let him know this was the fourth version of events I had been told and requested documentation of any diagnostics performed that would support the claim. At the time of submission of this complaint, I am yet to receive the requested documentation. At this point, I am requesting the business reimburse me for the cost of the new battery. I had reliable, functioning transportation at the time my vehicle was dropped off and it was not released to me in that same condition.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/11) */
  Good afternoon,
  
  We want to make sure we address your concerns, but we are missing the center you dealt with. Will you please provide the address and city, please? This will facilitate our addressing of the issue is a timely manner.
  
  Best,
  Shaquanna H*******
  Marketing
  
  
  Consumer Response /* (3000, 7, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business is requesting additional info to process the request. The requested location info is: XXXXX **************. ***** ** XXXXX