Business Profile

Auto Body Repair and Painting

Caliber Collision Centers

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Complaints

This profile includes complaints for Caliber Collision Centers's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

660 total complaints in the last 3 years.
245 complaints closed in the last 12 months.

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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:02/07/2025
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.
1-Poorly fitted replaced rear bumper cover, not aligned with the wheel arch on either side by 3mm, and not flush with the quarter panel on the right side; despite the fact that they charged to change not only the bumper cover, but also everything behind it.2-The color painted on the replaced bumper cover is off and poorly match the original paint on quarter panels and rear gate.3-Front bumper cover does not fit in the fender as it should, it looks the same as before the repair, and it seems it was never taken off to replace its support, they also charged to do that.4-Warning lights for Airbag, Skid control, and ABS still on. I was assured by "********" that these major safety issues will be "taken care of; it is known to be caused by rear end collision in *******". Assuring their ability to Fix these safety issues was the main reason I went with Caliber Collision; as other Body shops I visited before have advised that this should be handled by ****** dealer to recalibrate and reset the affected sensors. However, as I later found out, all Caliber Collision did was erasing the Fault code(s) without doing any repairs or calibrations. An email sent to Caliber Collision regarding this major safety issue was never answered. I was brushed off by customer service when I drove back to the shop. "********" claimed that they "do not have the capability to fix it, and this has to go to a specialist at extra charges that has to be approved by the insurance company" i.e. I have to file for another claim. 5-For the cost of close to $5000, one expects a superior workmanship and customer service. Unfortunately, I got neither from Caliber Collision.
Business Response
Date: 02/18/2025
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: 02/18/2025
I am rejecting this response because: No resolution, requesting more information:
Caliber Collision *************************************** ******, CA *****. RO Number **********. See attached photo of the Final Bill for all details.
Business Response
Date: 02/24/2025
The Orange - W ******************** has been notified of compliant and will be reaching out to the customer with a resolution.
Customer Answer
Date: 02/24/2025
I am rejecting this response because: No resolution yet. The response stated that Business will be contacting me with resolution?
Business Response
Date: 02/26/2025
We understand the customers concerns regarding the coverage decision made by their insurance provider, ***********. After reviewing the claim, our team determined that the damages to the front of the vehicle were unrelated to the rear-end collision that was covered under the claim. Insurance policies typically cover damages directly resulting from the specific incident being claimed, and in this case, Progressive did not approve repairs to the front damage as part of the covered loss.
***** *****
General Manager

Business Response
Date: 02/28/2025
Here is the denial letter from progressive. Please let us know if there is anything we need to do in our end. They complaint misalign in the rear bumper which we did touch. We will call the customer, and have them come in
- **** **********
Regional Manager

Please see below:

Subject: 25-423585094

EXTERNAL SENDER. Only open links and attachments from known senders. DO NOT provide your username or password.
Hi,

Here is the write up for the front end denial / please let me know if you need anything else. Once the denial is authd I will review that with the customer.
_
***PD CAUSATION***
ITEM REVIEW: Front Cover.
FACTS: The claim applies only to the damage resulting from the rear-end collision. Any damage to the front of the vehicle is unrelated to this incident and will not be considered as part of the claim. Additionally, due to the preexisting front end damage, the shop was unable to complete the necessary calibrations for that area. However, all repairs related to the covered rear end damage have been completed.
COVERAGE: Collision.
RECOMMENDATION: Denial under exclusion- wear and tear
COMMUNICATION WITH THE SHOP: Shop aware of current status
COMMUNICATION WITH THE CUSTOMER: Customer update provided by shop.

******* ******
Progressive Insurance
Initial Complaint
Date:02/06/2025
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.
Dear Caliber Collision Team,I, ******* *******, am writing on behalf of myself and ***** **** to express our profound dissatisfaction with the service provided at your Hesperia location (******************************************, Phone: ************).We had entrusted our vehicle to your shop for extensive front-end damage repair, with an initial estimate of 8 days. However, despite the passage of 75 days, our vehicle remains unrepaired. This prolonged repair time has caused significant inconvenience and disruption to our lives.Twice, we were informed that the vehicle was ready for pickup, only to find upon arrival that it was not, and a third time the employee "********" stated he would delivet my vehicle to me the following day, unbeknownst to me, it was once again, a lie. This misrepresentation of the vehicle's status has wasted our time and added to our frustration.Of utmost concern, the shop attempted to release the vehicle to us with a known airbag issue. We were advised to drive the vehicle until the part was ready, which poses a severe safety risk to us. We find this action unacceptable and a direct violation of safety standards.your shop has refused to communicate with me. This is not only inconvenient but also a violation of our rights under California law.We've noticed inconsistencies in the repair estimates provided by your shop, which raises questions about the transparency of the process.The prolonged repair time has led to a significant financial hardship for me, as I have lost my job due to the lack of reliable transportation.we demand the following:A thorough explanation for the inconsistencies in the repair estimates.An apology for the attempt to release a vehicle with known safety issues.Additional compensation for the extended timeframe, safety violations, communication issues, and the impact on my employment.
Business Response
Date: 02/17/2025
We had an opportunity with the customer below that has been made available to legal prior to my taking over as RM in the High Desert. The customer had his vehicle at ********************************************* *********** (1050) with backordered parts. The customer during this time came into the center and was making threats in-which a police report was filed.

During my arrival I made attempts to satisfy the customers' concerns and provided a rental vehicle. The insurance company deemed his vheicle a total loss and negotiated a cash out with Mr. ******* and his mother ***** ****. The vehicle was picked up by the total loss department and his insurance company.

December 26th , 2024, I received via ***** mail a letter that appears to be written by Mr. ******* for a demand of $55,000. Mr. ******* has been applying online reviews to multiple locations in-which I was able to have removed however, I wanted to get you involved once again to see if you would recommend, I ignore communication moving forward and/or any additional direction.

We have previously offered to reimburse the clients $1000 deductible as he respectfully declined.

Any/all direction is appreciated.

Very Respectfully,

***

*** ******
Regional Manager
Customer Answer
Date: 02/19/2025
I am rejecting this response because: The police report filed was a FALSE police report. Without any recording, video, or voice. My name was tarnished, and I lost my job due to YOUR shop lying about the progress of my vehicle, I was told to sign a document that would allow the company to release my vehicle to me with an airbag issue which would have put not only myself but anybody that I had with me in danger. An estimated 8 day repair turned into over 120 days! Which is completely unacceptable as a person that cannot afford a rental vehicle to accommodate my travel needs, I understand if it had only taken 30 days to fix this vehicle but instead on 3 different occasions I was informed that my vehicle was ready to pickup (which is was not ready) the fourth time the vehicle was picked up and then returned back to the repair shop because the vehicle was obviously a total loss from the beginning of the process. Which i informed the shop originally. I seek not only my $1000 back that I paid to the shop to NOT fix my vehicle but I seek compensation for my consumer rights being violated, defamation of character, loss of wages due to loss of job because of the 128 day repair which was quoted to only be an 8 day repair. Not only has my $1000 not been returned but that is an insult being as I went without a vehicle for over 4 months and my vehicle was taken as a joke apparently due to the staffs unwillingness to work with me regarding my vehicle.
Business Response
Date: 02/25/2025
Subject: Response to BBB Complaint Final Statement
Dear BBB Representative,
We appreciate the opportunity to address Mr. ******** concerns. Our team has made every effort to assist him throughout this process.
The vehicle was initially delayed due to backordered parts, which was beyond our control.
We provided a rental vehicle in an effort to accommodate ************************************* deemed the vehicle a total loss and reached a settlement directly with Mr. ******* and his mother, ***** ****.
We offered to reimburse the $1,000 deductible as a goodwill gesture, which Mr. ******* declined.
The matter was previously escalated to the highest level of management available, and all reasonable resolutions were presented.
Given these factors, we believe we have exhausted all available avenues for resolution. While we understand Mr. ******** frustration, we stand by the efforts and actions taken by our team.
Customer Answer
Date: 02/25/2025
I am rejecting this response because:
The resolution proposed by your company fails to address the core issues of negligence, consumer rights violations, and safety fraud outlined in our complaint.
-Unjustified Repair Delays-
Caliber Collision attributes delays to backordered parts, yet fails to acknowledge their legal obligation under Californias Automotive Repair Act (B&P Code 9880) to provide revised timelines and alternative solutions. A 15-fold increase from an 8-day estimate to 120+ days is indefensible, particularly when comparable repairs nationally average 1030 days. The shops inaction constitutes a breach of the implied covenant of good faith under ***** v. ********************** (1988).

Misrepresentation of Repair Status
Repeated false claims that the vehicle was ready for pickup violate Californias Consumer Legal Remedies Act (CLRA 1770(a)(9)), which prohibits false advertising. These actions mirror patterns identified in other BBB complaints against this location, including Case #****-5H9P (March ****), where a customer was misled about paintwork completion.
- Safety Fraud and Coercion -
Attempting to release a vehicle with a known airbag defect violates:
California Penal Code 551(a) (fraudulent repair practices)
Federal Motor Vehicle Safety Standards (49 CFR 571.208)
Negligence per se doctrine (violation of safety statutes = automatic liability)
Demanding signature on a waiver for an unsafe vehicle constitutes duress, invalidating any liability release (******** *. ******-****** ************** 1965).

-Insufficient Remediation Offer-
The $1,000 deductible reimbursement ignores quantifiable damages including:
Lost wages: $18,400 (4 months at CA median income of $55,200/yr)
Emotional distress: Supported by Molien *. ****** Foundation Hospitals (1980)
Punitive damages: Warranted due to willful disregard for safety
Calibers offer represents 1.8% of the $55,000 demand, which aligns with economic and non-economic harm calculations.
5. Defamation via ************ Report
The unfounded police report satisfies defamation elements under Civ. Code 46:
Falsity: No evidence of threats existed
Publication: Filed with authorities and likely cited internally
Harm: Directly caused job termination and reputational damage

- Total Loss Mismanagement-
The insurers eventual total loss declaration does not absolve Caliber Collision of earlier failures. The repair shop had a duty under Civ. Code ******* to promptly reassess viability after delays exceeded 30 days.

-Formal Rejection Basis-
This response is declined because Caliber Collision:
- Provided no evidence justifying 120-day delays beyond vague backorder claims
- Ignored safety law violations and coercion tactics
- Offered compensation grossly disproportionate to documented losses
- Failed to retract defamatory police report

Next Steps Requested
- BBB escalation to the ******************************* Repair for safety violations investigation
- Mediation for a minimum $55,000 settlement
- Public annotation of this complaint to reflect unresolved safety issues
This rebuttal adheres to CLRA 1782(c) requirements for specificity in consumer complaints and cites actionable violations under California law.
Customer Answer
Date: 03/04/2025
Please review my last complaint and request as it follows all laws and regulations that will be needed to continue this dispute
Customer Answer
Date: 03/09/2025
Formal Complaint Against Caliber Collision ****************** Failure and Consumer Rights Violations
To Whom It May Concern at the Better Business Bureau:
I am writing to file a formal complaint against Caliber Collisions Hesperia location at ********************** regarding egregious service failures, safety violations, and deceptive practices I experienced between November 2024 and March 2025. Despite Calibers recent recognition with the 2024 ************************** Presidents Award announced in January 2025, my experience reveals troubling business practices that fundamentally contradict their claimed commitment to Restoring the Rhythm of Your Life.
Excessive Repair Delays and Misrepresentation
My vehicle was initially promised to be repaired within 8 days, yet Caliber Collision held my vehicle for over 120 days without legitimate justification. During this extended period, they repeatedly misled me about the repair status, falsely claiming on three separate occasions that my vehicle was ready for pickup when significant work remained incomplete. This pattern of deception appears consistent with other consumer complaints filed with the BBB against Caliber locations in early 2025, suggesting systematic misrepresentation rather than isolated incidents.
What makes this particularly alarming is that this behavior occurs despite ****************** of Automotive Repair (BAR) implementing a new citation and fine program in 2024 that specifically penalizes repair shops up to $5,000 for improper estimates, unauthorized work, and deviations from industry standards. Their disregard for these regulations demonstrates either profound incompetence or deliberate disregard for consumer protection laws.
Critical Safety Violations
The most disturbing aspect of my experience was Calibers attempt to return my vehicle with a known airbag defect. Their representative ******** pressured me to accept the vehicle and sign a liability waiver while driving with a non-functional safety system until replacement parts arrived. This behavior potentially violates California statutes regarding safety components and places customers at serious risk. When I refused this dangerous arrangement, staff became hostile and communication deteriorated further.
Financial Impact and Consequential Damages
The extended repair time directly caused me to lose my job due to transportation issues. Despite this significant financial harm, Caliber has offered only a $1,000 deductible reimbursement as compensation for damages that exceed $55,000, including lost wages and emotional distress. This dismissive response to legitimate consequential damages displays a concerning lack of accountability.
My experience appears to follow a pattern similar to cases handled by consumer protection attorneys. For example, ******** LLP secured a $140,000 settlement in a Caliber Collision lawsuit involving negligent repairs, unrepaired damage, and vehicles returned in dangerous and unsafe conditions. These legal precedents suggest my experience represents systematic issues rather than an isolated incident.
Retaliatory Actions
After I filed a complaint about these issues, Caliber escalated the situation by filing what I believe to be a false police report against me. This appears to be a retaliatory action designed to intimidate me rather than address the legitimate service failures. Such behavior potentially constitutes defamation and business intimidation tactics that warrant serious investigation.
Regulatory Context
These issues must be viewed in the context of Calibers history of regulatory problems. In 2004, Caliber paid $5.8 million to settle fraud allegations regarding billing for services and parts never provided. This settlement placed all Caliber shops in ********** on three-year probation, with 19 locations receiving suspensions. The similarities between those past violations and my current experience suggest inadequate reforms in business practices despite regulatory intervention.
Additionally, Californias new BAR citation program implemented in 2024 specifically targets violations like improper estimates, lack of customer authorization, and deviations from accepted trade standards all issues present in my case. This regulatory context makes their behavior even more inexcusable, as they are clearly aware of their legal obligations.
Request for Resolution
I request the BBBs assistance in securing appropriate resolution, including:
1.Full compensation for all consequential damages, including documented lost wages
2.Investigation into the safety violations regarding the airbag defect
******** of their pattern of misrepresentation about repair timelines
4.Examination of potentially retaliatory actions taken against customers who file complaints
The documented pattern of similar complaints across multiple Caliber locations in 2025 suggests these issues require systemic correction rather than case-by-case resolution. I have extensive documentation of all interactions, timeline discrepancies, and safety issues to support this complaint.
Thank you for your assistance in addressing these serious consumer protection concerns.
Respectfully submitted,
******* *******?****************, **
Customer Answer
Date: 03/15/2025
Heres the last invoice we received even. Though it continued to grow. Mind you, this vehicle should have just been deemed a total loss, as it had been declared that. Meaning I shouldnt have paid anything to the shop for repairs because the repair cost outweighed the value and this entire 129 day process could have turned into an afternoon.. but instead ******** allowed my vehicle sit in the back of the shop for 30 days, and didnt even know who my insurance provider was, but as later found out he was just lazy and didnt contact my insurance company till 30 days later. Told on 3 occasions vehicle would be ready, and the last was him promising to DRIVE THIS VEHICLE to my home the next day. Just to find out that was also a lie of course. So this is deceptive, manipulative, and foul practices. Because you thought you could get over on an older woman till you found out I was the son of the woman with the problem
Initial Complaint
Date:02/06/2025
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.
State Farm bullied me into using Caliber on ******************* in ************, ** by threatening me with having to pay a ridiculous delta because these low-integrity folks dramatically understated the initial estimate to win the work. I believe I was deceived and NEVER would have chosen this shop without State Farm basically forcing me to use them. I have sent the CEO at ********** a 4+ page written complaint and will upload that as an attachment to this form. It got worse when they got my car. Here are the lowlights:1. Tried to give the car back twice before their scope of work was completed.2. Initially refused to authorize the rental car start date I requested in the interest of safety as the largest storm of the year was about to hit. I was forced to sign a statement saying it was for my convenience. 3. Basically extorted me out of the cost difference for using only OEM parts. Receipt provided shows they took my money and still used non-OEM and/or junkyard parts in violation of my written instructions.4. Repairs do not meet OEM specification, are incomplete and generally display poor workmanship. Gaps between adjacent panels are outside of allowable tolerances and one body part was not actually fastened to the adjoining part as it should have been.5. Returned the vehicle to me in what may have been a less safe condition than when I dropped it off post-accident. My mechanic tightened the tie rod they left loose.6. Created a significant safety concern by dramatically over-torqueing the lug nuts on the vehicle. My mechanic's opinion is that they put an impact gun on each nut and drove it until the tool couldn't tighten them further. It took 3 grown men and a 6' breaker bar to get them loose. Someone needs to be fired for that stunt!7. Caliber (I believe) fraudulently closed the job and attempted to do original scope under warranty.8. Caliber has still not provided me with a complete and correct invoice for the work they did and payments made.
Business Response
Date: 02/13/2025
The ********************** has been notified of the complaint and will be reaching out to the customer with a resolution.
Customer Answer
Date: 02/13/2025
I am rejecting this response because:
Your Chesterfield location is dead to me after the ******** prank they pulled with my lug nuts. I refuse to ever speak with them again! I want to hear from corporate. Your local folks have made one h*** of a mess of what should have been a straightforward repair job.
Business Response
Date: 02/18/2025
Good afternoon.
I have kept our RVP, ***** ******* in the loop since early on in this process with this customer.

The file is well documented with his unrealistic expectations on how his vehicle should have been repaired differently than his contact with State Farm requires.

Furthermore, everyone at State Farm is equally aware of his complaints & in most of the shop communication with them, they were understanding of what we did & why.

I will 100% own any workmanship concerns that his shop of choice finds, but I will not be reaching out to the customer directly.

Please let me know if anything further is needed from me at this time.

Thank you.

**** *****
Regional Manager
Customer Answer
Date: 02/18/2025
I am rejecting this response because:
It is completely false to state that the repairs were completed in a *******-like manner.
It is also completely false to state that I wanted anything other than to have the vehicle restored to pre-accident conditions. Apparently, this Caliber location lacks the knowledge, skills and ability to actually fix my vehicle as my insurance policy requires. Yep, a State Farm estimator has personally viewed the repairs Caliber did and has already authorized rework. State Farm will be back-charging Caliber for all of their shortcomings. Based upon that fact, to say I wanted more than what my coverage allows is patently false.
In guessing this *** thinks returning a vehicle with a loose tie rod is acceptable? If thats the case, he probably also sees no harm in the prank his team played with over-torquing the lug nuts.
Maybe its acceptable to forget to properly attach components replaced during the repairs? If so, its probably also acceptable to install parts and leave gaps that are outside of OEM specifications.
My car is going to a real shop today to actually get fixed properly. Caliber is a scumbag operation and this location has absolutely blown it with meand Im pretty sure they wont see much additional State Farm business.
BBB, please stick an F grade on this location and lets move on. ********** has taken over disciplining their management team on my behalf. The response from their regional manager is full of lies and should be discarded in its entirety.

Business Response
Date: 02/24/2025
Our Regional Manager, the highest level available to address this matter, has already reached out to the customer in an effort to resolve the issue. We have taken their concerns seriously and have provided the appropriate follow-up.
At this time, there are no additional escalation options beyond the Regional Manager, as they represent the highest level of leadership available for direct customer engagement. Please let us know if any further clarification is needed.
Initial Complaint
Date:02/05/2025
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 husband hit a deer on 11/4/2024. Insurance recommended this caliber collision for repairs. They had our vehicle for two weeks. We had worries that they did not due their due diligence as the did not balance my car which is a standard after hitting something. We voiced our complaints both caliber and insurance blew us off. We paid our deductible and insurance paid the rest. On 12/4 had to have car towed back to caliber as it was leaking oil and knocking. Caliber and 3rd party sent by insurance found a dent in the oil filter and stated they thought we had been driving with no oil since receiving car back from caliber on 11/22. Calibers excuse is they "missed" it. You can clearly see the dent from pictures taken. There are no pictures of the undercarriage near the oil filter from the first time they had the car to compare even though all damage done was to that part of the vehicle. They are blaming ******* who did an oil filter change the day we hit the deer. We filed claim with ******* who did investigation and found that they do not use any type of oil clamps or anything that would have a caused a dent and there was no wrong doing in their oil change. Went back to caliber with the findings and they are still adamant of no wrong doing and are not at fault for the "missed" dent in the oil filter. All we asked for was compensation for our car that know has a ruined engine. Because of calibers negligence a fix that should have been covered by insurance has now turned into a totaled car that neither our insurance or caliber collision want to take responsibility for or help us resolve.
Business Response
Date: 02/13/2025
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:02/04/2025
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.
On 01-15-25 I dropped off my vehicle for a fender ****** repair through the other parties insurance company. Caliber never conducted a walk around nor took pics of the vehicle at that time; however, they sent pics to the insurance company on the next day. the following week, when I arrived to pick up my vehicle , the original damage was never repaired, and I conducted my own walk around and had a staff member walk around with me when I pointed out the new damage caliber caused. I showed and talked with both managers, ***** Poll; and regional mngr ******* **** and followed up by email. They accepted fault, and had Geico ( the other party's company from the original damage to my car) offer me to return it for repair. I declined I found out about various lawsuits against the company and they could not repair the initial damage to my vehicle and caused new ********* insurance company, State Farm ( for the new damage) spoke with them. They informed SF to have me send them an estimate and they would cut me a check. When I follow up by email about the discussion, they do not respond, or provide brief cryptic response that contradicts their discussion with SF that they would cut a check ( See email dated 01-04-25 attached ) . They avoided the question whether they'd provide a rental. Mr. **** has not provided me with the name of someone above him. I should not have to go through my insurance company to have it fixed and raise my premium. I have all email correspondences. Also Geico and SF have noted and recorded discussions where they admitted fault and negligence.
Customer Answer
Date: 02/05/2025
I would like for them to also prov8de their insurance company's information. **** **** said he is the regional manager- not sure if that is correct. However, he also hasn't provided me with their insurance company's information. Could BBB also get that information in case they refuse the check as they agreed with State Farm.

The company has many lawsuits:
Copy and paste.
****************************************************************************************************************************************************************************************************************************************'s%20Consumer%20Protection%20Act
Business Response
Date: 02/12/2025
The Gaithersburg - MD center has been notified of the complaint and will be reaching out to the customer with a resolution.
Customer Answer
Date: 02/14/2025
I am rejecting this response because:
I would like the business to formally document that they've agreed with my insurance company to cut me a check, based off the body shop estimate I will provide.
This business has engaged in practices contrary to the Consumer Protection Act. Also, it has been evading writing the solution it's had with me or the insurance company to cut a check based off an estimate i provide.

Business Response
Date: 02/18/2025
I am working directly with Mrs. ***** to help resolve the concerns at hand. I connected with her last Thursday on the 6th directly via phone. I will stay on this until resolved. If you need anything additional on my end, please let me know. We are currently waiting for her to take her vehicle to the shop she chose to review and discuss proper steps moving forward.

Thank you and have a great afternoon.

**** Folks
Regional Vice President
Caliber Collision | ******** and West
Customer Answer
Date: 02/23/2025
I am rejecting this response because: I have corresponded Caliber's executive. While he has been very responsive, kind, and has kept me abreast on their efforts and plan to send me a check to pay for my vehicle repair, I will feel comfortable to close the case when I receive the check or proof they sent it. I have an appointment with the repair shop, and want to ensure I am not put in a hard spot when it is time to pay.
Business Response
Date: 02/26/2025
I have spoken with ***** ***** as she is set to go to Euro Pros. Her rental is setup and confirmed with her and ERAC. Her check request has been submitted for her repairs directly to her. She hasnt received it yet because the request was processed last week. If I can help with anything further, please let me know.

Thank you.

**** Folks
Customer Answer
Date: 03/06/2025
For the last few weeks, the regional manager informed me I would receive the check within two weeks; it's been over two weeks since the check was processed. According to Mr. ****** corporate processed the check on 2-18-25.
I continuously asked that they provide me with a day they mailed the check or track information, but still have not provided that information. I have been trying to not escalate the situation to the state attorneys office of local news- Shame on You/7 on Your Side.
I have been patient; however, I'm uncertain whether Caliber executives are honest that a check was mailed.
They asked me to wait until Friday March 7th before they check on the status of the check; now I was asked to wait until next week.
Please advise.

Thank you

Customer Answer
Date: 03/08/2025
Hello.

I received the check. You may close this complaint. Issue resolved.

Thank you.
Initial Complaint
Date:02/04/2025
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 first brought my car into your ********** Co location on 9/30/24 for repair to the door and consol related to a break-in. I discussed what needed to be repaired, noting the window had already been replaced and the shop indicated they could not replace the ceramic coating to the door, and I would have to go elsewhere to have the coating restored. The car was returned to us in late October.After giving the paint a couple of weeks to dry I washed the car only to find the paint job was not done correctly (ripples in the paint and considerable over spray). On 11/26/24 I took the car in again at which point we discussed the problems and I was scheduled to return the car on 12/11/24 for two to three days for them to get the paint corrected. The car was returned to me on 12/26/24 some 15 days later. It is noted not once during the time did I get an update on my car other than when I would contact them.Again, I waited a couple of weeks, washed the car and realized that the paint along the top of the door panel was bubbled and felt kind of like dull sandpaper. As I looked closer I notices a reflective glare down the entire side of the car which appears to have been caused by wax, further noting there were scratches throughout the area they appeared to have put wax on.Over the next several weeks I left two messages with the location to have the manager contact me, but he never returned either of my calls. On 1/23/25 I contacted your 888 number who created case number ******************************************* 24 to 48 hours. Without receiving a call back for more than a week I again contacted your 888 number again at which point I was advised that they attempted to call some number which was not mine and left a message which I where we are at today.The concern at this point:The paint on the door still needs corrected.The wax that was applied over the ceramic coating outside of the door panel itself now must be removed and the scratches buffed out.
Business Response
Date: 02/25/2025
The ******************** has been notified of the complaint and will be reaching out to the customer with a resolution
Business Response
Date: 02/26/2025
Our RVP (***** ******) and another RM (**** *****) took care of him, in my absense. ***** just called Mr. **** with me to follow-up that he is happy, and he confirmed he is good at this time.

Thanks all!

**** *******
Regional Manager
Initial Complaint
Date:02/01/2025
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 11/13/2024, I entrusted my 2021 Nissan Rogue Platinum, to Caliber on ************************************The sales person ******, advised changing of the front bumper and calibrations of sensors will only take 3 business days. Each time ***** would say the jobs is not completed. On 11/27/24, Thanksgiving evening, ******, stating I could return my rental car and stopped by to retrieve mine. Between 5:00pm -5:30pm, I did so, when I arrived at ********************** on Mt. ******, ****** stated, my car wasn't ready And I had no rental car. So, ******, had Enterprise Rental to return to Caliber. On Thanksgiving Day when I was traveling North on I55 Hwy from ******, ** passing through Senatobia at 3:15pm, my car past me going 80 mile per hours, with two other cars trailing the same color, I know it was mine because of the first three digit of the tag BRS---. the other cars was a Nissan Rogue SV, Nissan Rogue SL. The next day I dropped by Caliber on Mt. Moriah Caliber and spoke with the Black Estimator that sit by the front windows. I knew that ****** was off on Friday. I told the Black Estimator of the incident on Thanksgiving Day. She asked me what kind of car was I driving, I pointed out the window to the *****, she staired, like she was trying to remember if she past this car. This black Estimator, went to the garage check on my car came back and said , its waiting on backet for the bumper. The only thing needed to be done was the sensor needed calibrating. I also, text my States Farms Adjuster ******* ****** and told him about the incident on the Expwy. And ask if he could have the camera pull at Caliber, to see if my car let the garage. When I picked up my car, I told *. ******, that this car was dirty and it did look like mine. I also, text Caliber telling them that I was given a different CAR. 01/2025, I had to return to Caliber, because the bumper unclamped, this time I waited in the lobby, after they asked me to come back. Caliber on ********* is running a Chop Shop.
Business Response
Date: 02/06/2025
The ********** location has been notified of complaint and will be reaching out to the customer with a resolution.

Business Response
Date: 02/06/2025
reached out to customer and both numbers I have on file do not have a voicemail set up. There were only 10 miles put on her car the time it was here.

*** *****
General Manager
Customer Answer
Date: 02/14/2025
2021 NISSAN ROGUE PLATINUM
I,
1. purchased car from *** *****, June 2024, with mileages ******, tires had 2" thread **** by touch
2. ************************************ changed, 10/30/24, at *** *****, mileages ******, Tires rotation, Tires checked in the green.
3. Courtesy Multi Point Vehicle Inspection was performed, 10/30/24,
4. Approximately traveling time per day is about 20 miles or less, during the time of drop off at Caliber Collision
5. Caliber ******** drop off mileages on 11/13/2024, ******, no out mileages notated.
6. Pick up car after repairs on 12/6/2024, had to take the car back to the shop 1/2005, bumper unsnapped
7. *** ***** ******* Sales **** advised that I needed new tires, this is what focused my attention to my tires. I noticed that one time had less thread than the others, also a different company name. When I purchased the Rogue, the four tires brand name was the same.
8. February the service engine light came on. 2/10/2024, *** ***** ****** serviced, repaired passenger front, removed nail, in mileages 32,777.
And B** Malfunction Indicator Light Diagnostic 100 cleared codes at this time = engine overheating light.
I am updating this information to show that I still have a concerned. I'm trying to get information on my tag traveling from *******, to *********** on Thanksgiving Day. A mechanical stated that there is a way to stop the mileage on a traveling vehicle. But, he is not want to reveal that information.

Customer Answer
Date: 02/14/2025
I am rejecting this response because:
2021 NISSAN ROGUE PLATINUM
I,
1. purchased car from *** *****, June 2024, with mileages ******, tires had 2" thread **** by touch
2. ************************************ changed, 10/30/24, at *** *****, mileages ******, Tires rotation, Tires checked in the green.
3. Courtesy Multi Point Vehicle Inspection was performed, 10/30/24,
4. Approximately traveling time per day is about 20 miles or less, during the time of drop off at Caliber Collision
5. Caliber ******** drop off mileages on 11/13/2024, ******, no out mileages notated.
6. Pick up car after repairs on 12/6/2024, had to take the car back to the shop 1/2005, bumper unsnapped
7. *** ***** ******* Sales **** advised that I needed new tires, this is what focused my attention to my tires. I noticed that one time had less thread than the others, also a different company name. When I purchased the Rogue, the four tires brand name was the same.
8. February the service engine light came on. 2/10/2024, *** ***** ****** serviced, repaired passenger front, removed nail, in mileages 32,777.
And B** Malfunction Indicator Light Diagnostic 100 cleared codes at this time = engine overheating light.
I am updating this information to show that I still have a concerned. I'm trying to get information on my tag traveling from *******, to *********** on Thanksgiving Day. A mechanical stated that there is a way to stop the mileage on a traveling vehicle. But, he is not want to reveal that information.
Initial Complaint
Date:01/30/2025
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.
All-*************** made me take my vehicle to caliber ******** for repair after being involved in an accident on 10/2/24. I dropped said vehicle off 10/23/24, they were not truthful in the sense they would keep me updated in progress of repairs, I had to call numerous times to get any information. Finally picked up my vehicle on 11/16/24 only to find out the driverside door lock didn't work, and the roof molding was missing, took the vehicle back, they "fixed" the door lock, told me they would order the molding and call me when the part came in, typically 7 days never heard anything back. Called again the end of December 2024, was told part was ordered and they would call me in 7 days when part was in. Here it is 1/30/25, I haven't heard anything from them. I called again today to speak with management, waited on hold for 20 minutes for call to be answered advised **** of the issues with the vehicle, he told me the part was in, told me the front wheel issue would be my responsibility, and asked when I could bring the vehicle in to fix. I said tomorrow, he said no and transferred me to the front desk to schedule an appointment, I told that woman the samething tomorrow it wouldn't take that long to fix the door lock, put the molding on, and fix the back passenger door handle. She said next week, I said Tuesday is the latest I was willing to let this be drug out any longer, she said no next week. I said Tuesday is next week, she said no again. I said it sounds like I need to pursue legal action this has been going on since 10/2024. She said what day next week, I said Tuesday she told me to have a nice day and hung up. I called the customer service number and filed a formal complaint. I need my vehicle to be repaired properly and back to its original condition ASAP or compensation to get my vehicle fixed or a written agreement to pay a repair shop of my choice to fix their mistakes
Business Response
Date: 02/06/2025
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: 02/06/2025
I have reviewed the business response, ******* town wv center is the facility I have been dealing with
Customer Answer
Date: 02/11/2025
This claim is not resolved, I have yet to hear anything from caliber ******** on this matter.
Business Response
Date: 02/13/2025
The ******* town wv center had been notified of complaint and will be reaching out to the customer with a resolution
Business Response
Date: 02/18/2025
hope this email finds you well! I can assure you that we did not hang up on this customer. She had called that day saying that she wanted to come in that day and I let her know that the technician in the body shop would not be able to look at her issues right away, as it was later in the day, so she would have to leave the vehicle with us overnight. This was not acceptable for her so we scheduled her in for a vehicle return that coming Tuesday since that was the day that was best for her and her vehicle was drive able with no safety concerns. She did not show up for that appointment on Tuesday 2/4/25 when we had her scheduled. We tried to reach back out to her to reschedule the appointment and we left a number of voicemails for her to call us back to reschedule. We were finally able to get ahold of her yesterday to schedule her back in tomorrow for her roof molding to be installed and to look at her door button issue. I will keep you posted on if she shows up tomorrow and to let you know that her concerns have been addressed. Thank you and have a great rest of your day!

?

**** ********
General Manager
Caliber Collision Center- *******************
Initial Complaint
Date:01/28/2025
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.
Caliber attempted to repair F150 after an accident. Picked up the vehicle after almost 4 months, after driving only a couple of miles on the highway the draft shaft broke and came off the vehicle and nearly hit the driver behind it (my family was following) before the driveshaft got caught under another motorists vehicle. Had the car towed and was promised repayment for the tow after speaking with Caliber since they not only did not fix the truck, they actually broke more things. I have requested repayment of the towing bill multiple times in writing and verbally, and have not received repayment after over 3 months. Caliber not only caused more damage to the vehicle, when it was picked up after the 2nd repair which took well over a month, there was pink paint splater on the roof of the truck and discoloration on the hood, and multiple electronic issues.
Business Response
Date: 02/05/2025
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: 02/05/2025
This is regarding Caliber Collision at ********************************************************** ********, ********. I dealt with ******* ******** during the entire 4 month period. When the vehicle was towed back to Caliber after driving only a few miles due to the drive shaft flying off the car, I was also provided with a rental car through Enterprise. The rental car was returned to ******* ******** at Caliber when the repairs when finally completed according to him. I just received a bill from enterprise for the day after I returned the vehicle, it seems that whomever was returning the vehicle or joy riding in the rental got a moving violation. The fee for the moving violation on rental 6542LL has been transferred to enterprise since it was an employee there driving the vehicle. Violation occurred on11/27/2024 and I returned the car to Caliber on 11/26/2024. So, I am still seeking my towing bill to be repaid, but also making sure that you take care of whatever is going on at that location and the moving violation they received.
Customer Answer
Date: 02/11/2025
I am rejecting this response because:
This is regarding Caliber Collision at ********************************************************** ********, ********. I dealt with ******* ******** during the entire 4 month period. When the vehicle was towed back to Caliber after driving only a few miles due to the drive shaft flying off the car, I was also provided with a rental car through Enterprise. The rental car was returned to ******* ******** at Caliber when the repairs when finally completed according to him. I just received a bill from enterprise for the day after I returned the vehicle, it seems that whomever was returning the vehicle or joy riding in the rental got a moving violation. The fee for the moving violation on rental 6542LL has been transferred to enterprise since it was an employee there driving the vehicle. Violation occurred on11/27/2024 and I returned the car to Caliber on 11/26/2024. So, I am still seeking my towing bill to be repaid, but also making sure that you take care of whatever is going on at that location and the moving violation they received.
Business Response
Date: 02/18/2025
The ********************* has been notified of complaint and will be reaching out to the customer with a resolution.
Business Response
Date: 02/21/2025
The General Manager has spoken with the customer, and she will be providing the tow bill for $225.00. Once received, we will process her reimbursement as soon as possible.
Initial Complaint
Date:01/28/2025
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.
Took my vehicle in due to being rear ended and everything was okay to begin with, until they had me wait 6 months (July - Jan) for a bumper that was the incorrect size. After that I was told the new bumper would be arriving anywhere from Dec. 6th - Jan. 6th. I received no calls or updates I had to call on Jan 6th to find out that my part was there. When they installed it ****** told me the person applied too much pressure and cracked my bumper paint & also leaving new scratches and chips. They put me in a rental and said they can fix it and have it done by the end of the day, when I showed up they weren't finished & told me it's going to be done the next morning but it was eventually done by 5pm instead. When I checked hoping that everything was done correctly... there was still scratches and chips that wasn't fixed & every time I got my car back the rear passenger tire was extremely low even when they're brand new. Giving the benefit of the doubt I thought I might have a slow leak but the vehicle has been with me for 3/4 days and no low pressure, so l hope no one was messing with my tire at caliber.I've been back numerous times and they can't get it right. I requested compensation for my bumper since it wasn't returned to normal conditions and was told they don't have a checkbook & will need to speak to the manager. I'm currently still waiting for a check because I'm not going to turn over my vehicle again & again when they keep messing it up even more. Seems like they aren't double checking their work and I will not bring my vehicle back!!!
Business Response
Date: 02/05/2025
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: 02/05/2025
I was working with ****** at caliber collision on **************
*********** 91942
******************;
Business Response
Date: 02/13/2025
The *******, CA center has been notified of the complaint and will be reaching out to the customer with a resolution.
Customer Answer
Date: 02/13/2025
I have reviewed the business response and accept this resolution. I will be waiting for caliber collision to reach out and come up with a solution.

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Caliber Collision Centers is NOT a BBB Accredited Business.