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

  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:01/27/2025

  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.

  Last March, 2024, my vehicle was vandalized, badly. The person was caught, charged and convicted, a police report was generated, insurance claim generated and the process was coordinated. Due to body fluids being discovered within the vehicle, my vehicle was towed to Caliber Collisions in ****************. Caliber Collisions had my vehicle in their possession for three months before asking me to come pick up my vehicle. They stated, outiside of the passenger side backseat arm rest, everything has been completed and ready to drive off their lot. Caliber Collision stated it is unneccessary to wait on only that part and it's installation. They suggested they will send that part to a closer location to me; and when it arrives, I go through the new Caliber Collision up north, from *****************Long story short, Caliber Collision not only did not competently complete their paid task. They cut corners, ignored concerns that subsequently led to further problems, expenses, and problematic inconvences with work, daycare, school, and other day to day duties.Currently, Caliber Collision in ********** has had my vehicle for about one week. They agreed to take it in, look at it and diagnose the issues. Yet, the company's representative and regional manager is hassling me, denying accountability, deflecting blame onto their contractors and therefore Caliber Collision is not liable. I am also concerned about false documentation with an existing insurance claim or addendum, thereof. This was submitted by Caliber Collision, and I would like to discuss a possible crime that has been committed on their end. They damaged my vehicle's interior by negligently slicing through my armrest. They also told me, "don't worry, we'll just add this to your claim." Is that legal?

  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: 02/18/2025

  We have been in limited contact with the customer and have been unable to resolve his issues as he is unresponsive and uncler when communicating.
  
  
  Currently, Caliber has gone above and beyond to resolve his issues, corrected the issues we owed for as well as paying rental not due, replacing parts that were previously ordered and disposed of after 6 months and missed appointments and paying the dealer to do the work so it isn't possible he could miss another appointment with a lost part.
  
  
  We are working with **** at ************** and hoping they are able to reach out to the customer and gain resolution.
  
  
  ***** let me know if anything additional is needed.
  
  Thank you!
  

  ***** Childress
  Regional Manager
  
  **************** - North - 9532
  
  
  

  
  

  Business Response

  Date: 02/20/2025

   

  Christophers Dodge has confirmed there was no issue with the work that Caliber Collision completed, issues were related to maintenance.
  
  ************** has confirmed there is no wrong doing on Caliber's behalf, and nothing additional is required.
  
  All repairs required under original claim for Liberty Mutual have been completed by Caliber, paid by ************** and Inspected by Christophers Dodge.
  
  Thank you!

  ***** Childress
  Regional Manager
  
  **************** - North - 9532
  
  
  
  

  
  

• Initial Complaint

  Date:01/24/2025

  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 took my vehicle to Caliber Collision on **************** after State Farm provided me with a list of five preferred shops. After contacting all five, including another Caliber location, I was told they were not certified to work on my vehicle. Despite this, the Savannah ******* location assured me they were certified and capable of completing the repairs. This assurance was false, as I later discovered.Two months after delivering the vehicle, Caliber reported additional damage and obtained approval from State Farm. Over the next several months, I followed up regularly and was repeatedly assured the car was nearly complete and would be returned "better than new." At the four-month ***** I informed Caliber of my intent to move the car to another repair shop. They assured me the repairs were almost done, so I allowed them to keep it. At seven months, I again expressed frustration and intent to move the car, but they again reassured me it was nearly finished.After 11 months, Caliber informed me they wanted the car totaled. ********** initially declined, stating it did not meet the threshold, but Caliber pushed for additional damage to be reported, and the car was ultimately totaled without my approval. By this time, I had incurred over $20,000 in losses, including continued car payments, lost income, and other expenses.I later discovered Caliber was not certified to work on my vehicle and had been denied access to parts early in the process. ********* had notified them of this, but they failed to inform me and falsely blamed delays on parts shortages. When confronted, Caliber admitted they had attempted but failed to obtain certification. They offered me $3,000 to resolve the matter, which does not begin to cover my losses.Several attempts to escalate this issue, including contacting Caliber CEO ***** *******, but my efforts have been ignored. The dates of service is on going started June of 224

  Business Response

  Date: 02/03/2025

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

  Customer Answer

  Date: 02/05/2025

  I am unclear how you want us to respond.  The response from Caliber is they will reach out. We have not heard from them. 

  Customer Answer

  Date: 02/05/2025

  Will you send the formal response or is it they will contact us

  Business Response

  Date: 02/06/2025

  I have been working with this customer for about a year at this point unfortunately there is no resolution to this situation.
  
  ?
  ******* *******
  Regional Vice President SC

  Customer Answer

  Date: 02/06/2025

  I have not received a message with a response from Caliber.  I am mot sure if I am clear on your message 

  Customer Answer

  Date: 02/10/2025

  I am rejecting this response because:   I am unclear how you want us to respond.  The response from Caliber is they will reach out. We have not heard from them.

  Business Response

  Date: 02/18/2025

  I have been working with this customer for about a year at this point unfortunately there is no resolution to this situation.
  
  ******* *******
  Regional Vice President SC

  Customer Answer

  Date: 02/18/2025

  I have requested a meeting with senior management andni have been denied.  Caliber Collision has not been working with me for a year. This is yet another example of poor communication. 

  I want a meeting with an senior excutive.  

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:   

  I have requested a meeting with senior management andni have been denied.  Caliber Collision has not been working with me for a year. This is yet another example of poor communication. 

  I want a meeting with an senior excutive.  

  Customer Answer

  Date: 04/29/2025

  They have gaslight us. It is an unfair response.  They are standing firm on a small compensation for a very egregious act they new they were.egaged in. We are expecting a fair outcome.  Not a one sided  resolve 

• Initial Complaint

  Date:01/24/2025

  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.

  I am writing to formally report the unacceptable experience I had with Caliber Collision at ********************************, and to request your assistance in addressing their negligence, misleading practices, and pursuing a refund for unfair charges. On January 6th, I dropped off my car at Caliber to repair a minor scratch and dent on the bumper, as recommended by my insurance. Despite assurances, the initial repair was substandardthe damage was merely painted over, not fixed. My insurance was charged $2,200 for this inadequate service. After acknowledging the poor repair, Caliber agreed to **** the work. However, the process was disorganized. I rented a car through Enterprise as they recommended, but when the repair had to be redone, I faced delays in extending the rental. Caliber assured me they would handle it, but I waited over three hours for confirmation, causing unnecessary stress during an already challenging time. When I retrieved my car on January 15th, the repair was finally completed. However, I was misled into believing I could return the rental to Caliber, as they claimed they would handle the return. Though they said an inspection wasnt necessary, I insisted on one, and the rental was returned in good condition. Two days later, I was informed by Enterprise that the rental had been returned with damage, and I was held responsible. I contacted ****, the store manager, who admitted Calibers failure to properly close out the rental and assured me the issue with Enterprise would be resolved. Despite this, Enterprise pursued a damage claim against my insurance. Repeated attempts to resolve the matter were met with no accountability from either company. This has caused significant financial and emotional distress. I urge your bureau to investigate the practices of Caliber Collision and Enterprise to ensure no other customer suffers from such negligence and deceit.

  Business Response

  Date: 02/04/2025

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

  Business Response

  Date: 02/06/2025

  This has been resolved last week. No further action is required.

  -***** Kazandzhyan
  General Manager

• Initial Complaint

  Date:01/24/2025

  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.

  They repaired accident issues and cold snap dec 4 made a piece of body crack. Caliber said they will repair because they guarantee their work. Caliber put a big cut into side of my door and then said they are not repairing. Wasnt their problem. Now my car has a big cut into it as u will see and refuse to repair the issue. My car is now not sellable. I would have just kept the cracked door in lieu of them butchering my door

  Customer Answer

  Date: 01/31/2025

  They are going to fix my problem 

• Initial Complaint

  Date:01/23/2025

  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.

  Went to this business on an insurance claim. Aside from the initial estimate being waaaay off from the end estimate (difference of thousands of dollars), there were issues/concerns with the end results. The alignment seemed off and was never corrected after many follow up visits. Something was spilled inside my car that damaged the plastic console area near my gear shift. They replaced the plastic piece but now my gears letters do not light up. Again after many follow up visits, they still have not replaced this piece to its original manner. Ive made every attempt to work with them as well as contacted my insurance and feel Im getting no where. My last visit there, the employee confirmed the incorrect part was ordered and theres paint preventing the lights from coming through and assured me the correct part would be ordered and I would be contacted the following week. After about 2 weeks of waiting I contacted them and was now told the part was not ordered and I needed to bring my car in again for a diagnostics? I feel as if Im getting the run around and Im missing work every time I go Its a huge inconvenience driving at night at not having the gear lights work. Please help!!

  Business Response

  Date: 02/03/2025

  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:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car to Caliber for hail repair. They replaced the roof and I've had leaking issues ever since. The company attempted to fix the leak issues once and I still have new and worse leaks now. They were supposed to detail my car after every time it was there and the detail is never done. So they end up requiring my car for additional time. Even after the additional time, when I pick it up the detail is not done. This is an ongoing issue that they still have not resolved. I don't know what they are doing with my vehicle but they are not fixing the issue with my leaks. Mold will grow where water seeps into my cloth material on the ceiling of the vehicle.

  Business Response

  Date: 01/22/2025

  I am with Caliber Collision, and I wanted to reach out to you and help address your concerns. To see how we can help; would you mind providing me with the details of the center that you are dealing with? As soon as we see this, we will begin looking into this the matter on your behalf.
  
  

  Customer Answer

  Date: 01/22/2025

  I have reviewed the business response and accept this resolution. The locations address is: *********************************

• Initial Complaint

  Date:01/21/2025

  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 **** A4 was at Caliber Collision for body work from November 2023 - February 22, 2024.When the Caliber ******* replaced my bumper he pinched the temperature sensor harness. This caused my engine lights to go on. This problem was not identified until July, 2024 as I rarely drive the car. It was taken to **** for repair in July and then again December 9th, 2024 as the problem was not correctly identified and resolved until then.I contacted Elkyn Correall at Colision on 1/21/2025. After he reviewed my documentation, he stated that I could not prove that his ******* pinched the harness while installing the bumper. I shared the repair incoice with him and told him I hacve a video of the **** mechanic indicating that the bumper installation caused the pinch in the **********. Correall stated that they were not responsible without viewing the video. I have since shared this with him but I do not know if he has viewed the video.I would like for Caliber to take responsibility for their workmanship and reimburse me for the repairs I had to make totalling $841.79.

  Business Response

  Date: 02/25/2025

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

  Business Response

  Date: 02/26/2025

  we did resolve the customer's issues.
  We agreed to pay for one of her bills and will submit a check request to corporate to send directly to the customer.
  She was fine with that and happy we resolved the issue.
  In her (attached yelp review) she acknowledges that we resolved her issue.
  
  
  ****** ********
  General Manager ********* Luxury

• Initial Complaint

  Date:01/20/2025

  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.

  ACCIDENT: 3/4/2024 TAKEN TO CALIBER TO GET FIXED 7 TIMES.WAS TOLD EACH TIME MY CAR WAS READY. THE CAR WAS NOT COMPLETE. SENT ME TO ANOTHER CALIBER - WHERE I DROPPED MY VEHICLE OFF AND TOOK OFF OF WORK TO GET MY FLARES INSTALLED. EACH TIME WAS TOLD IT WAS THE WRONG FLARES OR THE PERSON DIDNT COME INTO WORK OR **** KEEPS SENDING THE WRONG MATERIAL. I HAVE LOST 7 DAYS WORTH OF WORK JUST TO GET A 30 MIN INSTALLATION DONE AND STILL HAS NOT BEEN DONE 10 MONTHS LATER. 20K WORTH OF DAMAGES AND I CANT GET IT ALL COMPLETED.

  Business Response

  Date: 01/31/2025

  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

  The first 4 drop offs of my vehicle was at the Caliber Collision *********************************************************. While the last 3 drop offs of my vehicle was at the Caliber Collision at *********** ******************** - *************** place treated me terribly. Someone with a Master's degree should not be spoken to like I am illiterate.  

• Initial Complaint

  Date:01/12/2025

  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.

  Had some work done on my ***** suburban back around summer time 2024 at location listed , they held my truck for a month for one bumper get my truck back and its acting funny sensors are messed up some how my mother was allowed to have tracking devices listening devices into/on to my truck some how knows when ever I need gas some how can lock and unlock my truck at will its on camera at the local stores in my area when Im inside the store some how them or ppl they are with are rumbling through my truck without my permission stealing anything and everything from me Ive been trying to move pay bills etc and Im being robbed because of it why do I think this? Its been going on for years my mother ***** ****** is stalking and harassing me when I have this truck picked apart I will be filing lawsuits

  Business Response

  Date: 01/13/2025

  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:01/10/2025

  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.

  I was involved in a car crash on 10/15/2024. ********************* had my vehicle towed to Caliber ******** to be fixed. I received my car about 11/29/2024 after a few push backs and what I believe was Caliber trying to override my safety features. I received my car and the steeling wheel wasn't clipped in and my low pressure lights going off for my tires. All was fixed but not exactly. It took me 4 days to clean airbag dust from my vehicle, a hole was put in my back seat, my center console is not snapped in correctly and the dashboard is scratched or dirty but all on the inside. I let things go since I did not want my vehicle going back to them. I unfortunately came across another issue on 12/17/2024. My molting belts on both my front doors/windows were not flush to the rest of my doors, pieces were missing and it looks like they were cut to fit. At this point water was sitting in the gap of my windows. I contacted Caliber that night to complain and my insurance the next day with pictures attached. Caliber never reached back out to me. On 12/31/2024 a local Progressive adjuster reached out to me and stated he would be going to Caliber with me. On 1/2/25 I met the adjusters at Caliber for them to fix their work since per them all their work is under warranty. As of today 1/09/25 Caliber has not reached back out to me to fix their sloppy work. I have contacted my adjuster to advise them at this point I will be bringing my brand new 2025 ***** HRV sport to a dealership to be fixed and a bill will be submitted. As of 1/09/2025 @1608hr Caliber nor my claims adjuster has reached back out to me to fix the issue. I requesting whatever the bill the ***** dealership gives me is imbursed.

  Business Response

  Date: 01/13/2025

  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.
  
  

  Customer Answer

  Date: 01/21/2025

  Calibers ******** in ************* on RT 37. As I explained in my complaints and updates plus pictures the work was sloppy. I will have to bring my car to a dealership to have them look it over. 

  Customer Answer

  Date: 01/22/2025

  Updated information. Pictures attached are the underneath of my steering wheel that Caliber said they replaced. I was involved in a crash where my airbags went off and they never replaced the parts around it. They are all cracked and broken. Completely unacceptable.