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

659 total complaints in the last 3 years.
244 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:12/18/2024
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 claimed to Remove and Inspect, Replace and Paint several items related to a vehicle collision, billed me and my insurance company and failed to complete repairs as billed. The vehicle was returned to me in unfixed and unpainted condition with mechanical damage that don't exist prior to the collision. Additionally upon returning the vehicle to caliber for corrective action caliber made an offer to repair the mechanical damage at the shops cost then kept the car for 6 weeks and never completed the repairs, afterwards the manager said the employee who made the offer wasn't authorized by the company to make the offer and although I accepted their offer the would not honor their offer.
Business Response
Date: 12/19/2024
The ***********, ********* has been notified of compliant and will be reaching out to the customer with a resolution.
Customer Answer
Date: 01/10/2025
There has been no contact from the company regarding this complaint.
Customer Answer
Date: 03/20/2025
The business still has yet to respond to me.
Business Response
Date: 04/04/2025
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:12/18/2024
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 was towed to get a tire change they refused to change my tire kept my vehicle for hours when I got it back leaking hoses missing parts on my vehicle non drivable needs repairs
Business Response
Date: 12/18/2024
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:12/17/2024
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.
Caliber Collision has had my vehicle since October 7th 20**, for a repair related to progressive claim # **-503471657. The buisness has failed to both communicate and repair my vehicle in a timely manor. The major issue has been the replacement of my front driver side seatbelt for with the wrong part has been ordered 5 times causing major delays. I was initally told the seatbelt was no longer being made by ***** and would be hard to find, then I was told the seatbelt is impossible to locate and the car would need to be totaled, then I called ***** and was informed the seatbelt was being made and could be sent. Once the seatbelt arrived I was told that again an incorrect part (Seatbelt tensinor) had been ordered over a month prior but was never opened until the install was attempted. A new part was ordered via ***** with an eta of January 12th. Caliber has covered 3 weeks of my rental car cost. All rental car cost need to be covered until the repairs are completed due to their multiple failures causing delays. The staff at ********************** has also not handled this situation in a professional manor. Failing to communicate with me, to the point where I arrived to the repair location to pick up my vehicle on ***** after being told the seatbelt was being installed that day and when I arrived, I was told the employees were instructed not to speak with me and that my car was not ready. This repair has been a horrible experience and should be rectified appropriately.
Business Response
Date: 12/18/2024
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:12/12/2024
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 January 8th 2024 my car hit a deep pothole causing my car to need both engine repairs and bodywork repairs.I called my insurer, where I have both full collision and liability insurance on my vehicle. They assured me that I was covered. My insurer uses what they call select repair shops, insisting that this would streamline the process and my vehicle would be repaired and running like new in the least amount of time possible. The engine repairs were done at a shop in ********** but the remainder of the repairs needed to be done at a body shop. I called a select shop recommended by my insurance company. Caliber Collision which is located on ***************************************. I brought my car to Caliber Collision on April 10th, I also signed three forms which allowed Caliber to contact my insurance company directly and to have any payment sent directly to the Caliber shop in **********. I spoke with the manager ******* he did not give me a last name. ******* assured me that the work would be completed within two weeks. At that time I also asked for an estimate with my insurance and and estimate if there might be any other costs. I also spoke directly with the mechanic who called himself Mcavee who said that the bumper and fender needed to be tightened and that they would put in new screws and pins in the bumper and fender and then paint that area and make the car look like new again.Mcavee said that the shop would have to order the radiator support piece , this piece called the radiator support needed to be replaced since this had broken off as a result of the incident on January 8th. My insurance company will only pay a supplemental claim after an estimate has been submitted for the work to be performed.Daily I called the repair shop to find out when my car would be ready for pickup. I received notifications from the corporate offices daily that my car was being worked on and that the repairs would be completed by June 19th. See Uploads.
Business Response
Date: 12/18/2024
The **********, NY center has been notified of complaint and will be reaching out to the customer with a resolution.
Customer Answer
Date: 12/18/2024
Caliber Collision located at ******************************************************************** has not returned any of my phone calls since my vehicle was brought in to be fixed on April 10, 2024. I need the written estimates for the repairs being done on my car. I need A written estimate with for my insurance, and a written estimate if there are any out of pocket costs. I also need a written estimate that shows what the Caliber lifetime guarantee covers and if there are any additional costs that this guarantee does not cover. I need an exact date that these repairs will be completed and the date and time that my vehicle will be ready for pick up.
Customer Answer
Date: 12/20/2024
I am rejecting this response because: Caliber Collision located at ******************************************************************** has not returned any of my phone calls since my vehicle was brought in to be fixed on April 10, 2024.   I need the written estimates for the repairs being done on my car. I need A written estimate with for my insurance, and a written estimate if there are any out of pocket costs. I also need a written estimate that shows what the Caliber lifetime guarantee covers and if there are any additional costs that this guarantee does not cover. I need an exact date that these repairs will be completed and the date and time that my vehicle will be ready for pick up.

Business Response
Date: 12/23/2024
See the *** notes.. also our, VP, *** ******* sent a demand letter for her to pick up..
We are not working on this vehicle.

****** (**) *******
Regional Manager
Customer Answer
Date: 12/24/2024
I am rejecting this response because:
Documents were sent to the local Caliber shop in ********** who agreed in April to complete the repairs. See attachments. I spoke with the corporate executive offices where the Caliber President, ***** ******* and other executives, ***** ******** assured me that the work would be completed soon and that my car would be fixed and running like new.
I spoke with *** *** ******* back in September whose office is located in ************ and far from the corporate offices and far from where my vehicle is located in ********. *** ******* said that he had completed the estimates for the repairs and he said that he would mail them to me. I still have not received these or any other documents from *** *******.
I spoke with staff members and exchanged e-mails with ***** ******* and ***** ******** who are are executives in the Texas corprate offices who assured me that the work would be done as originally promised back in April.
I expect to receive the estimates and to have the repairs done immediately and that my vehicle be given priority and the work be done now.
Thank you.

Business Response
Date: 01/08/2025
See the *** notes.. also our, VP, *** ******* sent a demand letter for her to pick up..
We are not working on this vehicle.

****** (**) *******
Regional Manager..
Customer Answer
Date: 01/09/2025
I am rejecting this response because: I never received any letter from a person named ***. I spoke with a *** in September of 2024 who worked in ************, he is not in ********, where my car is located nor is he part of the executive offices which are located in Texas. *** told me that the estimates that I had requested and that were necessary to submit to my insurance had been written. *** also said that he would send those estimates to me by e-mail but, to date *** has never sent me the estimates. The local office where my car is, is located on *************** in **********, *******; 11743. I have spoken with the mechanics on numerous occasions who told me that the bumper and fender simply needed new screws and pins and that the radiator support piece needed to be ordered and the work would take approximately two weeks to complete. They were willing to take whatever my insurance would pay for the job. ************ won't pay anything until they have an estimate of the work needed to be done and the costs of doing that work. I also asked for an estimate for any parts that might not be covered by my insurance and to date I have not received these estimates. The estimates need to be written and given to me and then sumbmitted to my insurance for the work to proceed and be covered by my insurance. My car was previously worked on by Caliber Colllision, but *** refused to honor the lifetime guarantee that Caliber Collision gives to customers who use them to fix their cars.
On June 24th 2024 I spoke with an executive in ***** ******* office who assured me that the estimates would be written and the work would be completed as originally discussed. They gave me a new completion date of July12th. They said that the work would be completed and I could pick up my car on July 12th. When I went to pick up my car on July 12th the repairs were not yet completed. I followed up with ***** ******* office again and I also spoke with ***** ********** office in Texas who is Chairman of the Board of Caliber Collision and both his office and ***** ******* offices also in the executive offices in Texas assured me that the work on my vehicle would be done and my car would be fixed like new . I spoke with both their offices long before speaking with this guy *** by phone. I had already spoken and corresponded with several executives in the Texas offices who assured me that my car would be fixed like new and that the repairs would be completed as originally discussed.
I expect that the work will be completed now per the executive offices instructions and that my vehicle will be given priority. I am also requesting payment to me for $1000.00 and $ 500 for gas for all the rental cars that I needed to rent since Caliber has had my vehicle in its repair shop since April 10th 2024 and they themselves assured me that the work would be completed within two weeks per the signed agreements which are attached.
Thank you for your assistance with this matter.
****** Humbach
Initial Complaint
Date:12/11/2024
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.
Date of Incident: January 26, 2024 Claim Number: 75-62M8-74H Date Issued: February 26, 2024 Paid to: Caliber Collision - **************** Payment Amount: $16,603.77 (Property Damage Liability)Business Commitment: Caliber Collision was contracted to restore my vehicle to its pre-accident condition under a lifetime warranty, as part of a claim covered by State Farm insurance.Nature of Dispute: Despite multiple repair attempts, the vehicle still has unresolved issues:Misaligned panels Missing nuts and bolts Cracks and loose components interior (trunk seat belt)Rusted metal components under the driver's seat Unresolved suspension concerns Resolution Attempts: I have returned the vehicle to Caliber Collision several times for corrections, but the issues remain unresolved.Desired Resolution: I seek a complete & proper restoration of my vehicle to its original condition without additional costs and a comprehensive inspection by an independent mechanic.
Business Response
Date: 12/12/2024
The **************** location has been notified of complaint and will be reaching out to the customer with a resolution.
Customer Answer
Date: 12/12/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:12/11/2024
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.
My *** X4 was taken to Caliber ******** on ************************************************************************* for hail damage repairs. The vehicle was dropped off on May 8, 2024 and picked up and paid if full on July, *******. When we picked the vehicle up paint was all in the trunk. I was leaving work and hail and rain came and cause the damages outside of the vehicle. July 18, ******************************************************************* my vehicle. My husband contacted Caliber. We then dropped off the vehicle on July ******* to get the leak fix. We were told it was the ******* that had to be fix. Then we kept noticing rain on the inside we then took our vehicle to *** on October 22, 2024 that stated Caliber was responsible for the windshield since they took the vehicle apart. Another payment was requested to our insurance from Caliber for a neglect on their part because our vehicle was not QC properly. After this supplement was submitted we took the vehicle back to *** on November ******* for the windshield to be replace that's when it was notice a tear where the airbag goes. That part had to be order and we are still waiting on this. Now on December 10, 2024 my husband took our vehicle back to *** due to the LED light in the vehicle are not working properly nor is the speaker on the front passage side door installed correctly. I would like for this company to take ownership for the work done incorrectly on our vehicle and pay for these additional parts that we have to get *** to complete correctly. I have submitted documentation for all the work and repairs along with communication I have been sending to the upper leadership. Since we picked up our vehicle on July 12, 2024 it's been five months and we have been back and forth between Caliber and going to *** to get the work corrected. Caliber ******** has been paid in full I would like them to get my vehicle completed correctly the way they were paid to do and apologize for the neglect in doing the work incorrectly.
Business Response
Date: 12/12/2024
The ******************** location has been notified of complaint and will be reaching out to customer with a resolution.
Customer Answer
Date: 12/12/2024
I have reviewed the business response and accept receiving a call from the *********** location. The statement has no resolution included.
Initial Complaint
Date:12/09/2024
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.
Our Service Advisor was ***** and the so called general manager was ****. We brought the vehicle there thinking that they did excellent work and their attitudes were very poor, unprofessional, snarky, and downright disrespectful. They had a I dont care attitude and thats your problem. The vehicle was taken there for body work and we just got the vehicle from a dealership not a second hand place or a person that sold the vehicle to us off the street. Everyday we receives text messages about the vehicle repair status. Now today just when the vehicle is completed then I get a text message stating to call them to schedule a pick up. I called and spoke with *****, which advised me, oh! By the way, your vehicle is in need of a new battery or the alternator may be gone. There was no indication from ***** each day during the text or repair that we would need to pay for a new battery or an alternator. Mind you, the vehicle was drivable. There was no indications in the vehicle before we brought it over there. They had the vehicle for over two weeks and then all of a sudden the battery or the alternator may be gone. I called and spoke to ***** to explain that why should we be accessing more fees after the fact that we are picking up the vehicle to buy a battery or fix the alternator when they had the car in their possession for over two weeks. They did not let us know that in the first beginning till the very end, no indications in the text messages of anything I asked to speak to a manager, ***** transfers me to ****, which states hes a general manager, but his professionalism is a NO-NO!! he was very snarky and very snooty as a general manager. I would not have this person as a general manager at all at any company. Furthermore caliber needs to do better. This is unacceptable. Youre telling me that you dont care about your servicemen while theyre repairing a vehicle and neither about the customer at. Both of them can only say well thats your issue and problem.
Business Response
Date: 12/12/2024
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:12/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 6th there was a snow storm in ****************. I was driving to work and slipped and crashed my car into the medium. My car's driver side front wheel seemed off and the steering wheel seemed misaligned. I was able to make it home as it was less than a mile away. I immediately called my insurance and filed a claim. I told them exactly what happened and what I thought was wrong with my car. They recommended caliber collision in **************** (even though there was nothing wrong with the body of the car they still sent me there). A tow truck came to my house a few hours later and picked up my car. When I looked at my wheel before they left it was not flat but the tow truck driver still recommended not driving and having him take it to the shop. The initial communication with Caliber Collision was great. They called once the car was there and told me they would get to it ASAP. They sent me brief updates via text messages about the car (I have attached screenshots). They sent me a consent to make repairs on my vehicle which I had to sign before they did work on the car. They asked if I wanted to "take advantage of this awesome offer to have them transfer the car to a different shop if they couldn't make the repairs fast enough". I signed yes because I wanted my car to be completed ****. They were always very vague but I trusted that they would send me a detailed itemized summary. I never got that and all of a sudden it was time to pick up the car. They close before I get out of work so they offered to drop it off. They would not release the car until I paid in full. I asked them for an itemized receipt and they said it would be in the car upon drop off. When I got the car and looked at all of the listed items they charged my (attached) I became skeptical. They claimed they gave me a new tire, new wheel, and had charged me to tow the vehicle to a different shop (not verbally mentioned or mentioned in the signed release) please call for remainder of story
Business Response
Date: 12/10/2024
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: 12/10/2024
Hello,
I recently filed a complaint online and did not have enough room to complete the complaint on the website so figured I would continue it with an email. This is a complaint against Caliber Collision-********** location.

To continue on with the complaint already submitted:

I was originally going to go through with insurance and keep the claim but was worried about them increasing my rates due to not having accident forgiveness. I ended up withdrawing the claim and pay out of pocket-my deductible was $1,000

I called them to discuss my bill and was transferred to the manager Jenn. I asked her what line item 13 was. She explained it was a tire-a new tire. There was no new tire on my car. I also asked about the new wheel they claimed they put on for $169. There was also not a new wheel on my car. She knew I was onto the scam and became defensive and extremely rude and anxious as to why I was asking these questions. She claimed that they repaired the wheel. When asked why it was listed under parts she said thats just how they have to bill it. When asked about the tow to the other shop and why they charged me $125 it was well you signed off on it. I said that I would have never said yes if it was disclosed that I would be charged. I said that this whole situation felt very deceitful and scammy. She quickly said she would just reimburse me for the tire and the wheel without needing to see it or bring it in. This to me seems like they knew they charged me for random things they thought I wouldnt notice just to rack up my bill-because they wanted it over $1,000 so they would get money out of insurance. I was frustrated with this whole situation and expressed my frustration. It felt like I was taken advantage of and Jenn was extremely rude and defensive to the point where she said she could no longer talk to me. She said she would have her manager call me to discuss this issue.

I ended up calling my insurance company to get the pictures they took at the shop. They sent pictures of the tired and I noticed that the damaged tire was not on my drivers side front wheel anymore it was on my back right tire! They tried to hide that same tire on the back right thinking I wouldnt notice it.

My step dad called Caliber Collision because I hadnt heard from the manager never got in touch with me and He knows quite a bit about cars. He spoke with a few of the employees and one ended up reimbursing for the work they claimed they did but did not. I have since had to get new tires as the back right tire (the one that they tried to hide) because the pressure kept dropping under 10-I attached those pictures to the complaint. We had to pay another $750 for new tires after that. I had that shop look at my car because I was genuinely concerned about the validity of their work and if they lied about any of the other repairs they claimed to have made since they already lied about so much. And if my car was in fact safe to drive.

I have yet to hear from the manager to this day even after calling and speaking to Jenn again a week after getting the car back and asking to speak to the manager a second time, which she assured me that he knows he needs to call you.

I have uploaded pictures of my tires, the invoices, and a screen shot of the the very general invoice they sent me. I also have videos that show the bad tire was placed on my back right wheel and the pictures from insurance as well that were not uploaded as it would not let me upload videos-have them if needed.

This company is deceitful, unprofessional and definitely take advantage of insurance. They were extremely unprofessional when communicating with customers and did not want to answer questions about the bill. They added random expenses to tack onto the bill so insurance and the consumer had to pay more. They were also adamant that they did not want me to respond to surveys or leave a review as it would make the shop look bad. I would NEVER recommend this company to anyone. I would like to be made whole again by this company.

Thank you so much for reading and for your help with this matter.
Customer Answer
Date: 12/10/2024
I have reviewed the business response and accept their response. The Caliber Collision is the peak vista location in ****************, *******;
Customer Answer
Date: 12/10/2024
I sent an email with the following to a BBB email address but not sure if you got it:

I was originally going to go through with insurance and keep the claim but was worried about them increasing my rates due to not having accident forgiveness. I ended up withdrawing the claim and pay out of pocket-my deductible was $1,000

I called them to discuss my bill and was transferred to the manager Jenn. I asked her what line item 13 was. She explained it was a tire-a new tire. There was no new tire on my car. I also asked about the new wheel they claimed they put on for $169. There was also not a new wheel on my car. She knew I was onto the scam and became defensive and extremely rude and anxious as to why I was asking these questions. She claimed that they repaired the wheel. When asked why it was listed under parts she said thats just how they have to bill it. When asked about the tow to the other shop and why they charged me $125 it was well you signed off on it. I said that I would have never said yes if it was disclosed that I would be charged. I said that this whole situation felt very deceitful and scammy. She quickly said she would just reimburse me for the tire and the wheel without needing to see it or bring it in. This to me seems like they knew they charged me for random things they thought I wouldnt notice just to rack up my bill-because they wanted it over $1,000 so they would get money out of insurance. I was frustrated with this whole situation and expressed my frustration. It felt like I was taken advantage of and Jenn was extremely rude and defensive to the point where she said she could no longer talk to me. She said she would have her manager call me to discuss this issue.

I ended up calling my insurance company to get the pictures they took at the shop. They sent pictures of the tired and I noticed that the damaged tire was not on my drivers side front wheel anymore it was on my back right tire! They tried to hide that same tire on the back right thinking I wouldnt notice it.

My step dad called Caliber Collision because I hadnt heard from the manager never got in touch with me and He knows quite a bit about cars. He spoke with a few of the employees and one ended up reimbursing for the work they claimed they did but did not. I have since had to get new tires as the back right tire (the one that they tried to hide) because the pressure kept dropping under 10-I attached those pictures to the complaint. We had to pay another $750 for new tires after that. I had that shop look at my car because I was genuinely concerned about the validity of their work and if they lied about any of the other repairs they claimed to have made since they already lied about so much. And if my car was in fact safe to drive.

I have yet to hear from the manager to this day even after calling and speaking to Jenn again a week after getting the car back and asking to speak to the manager a second time, which she assured me that he knows he needs to call you.

I have uploaded pictures of my tires, the invoices, and a screen shot of the the very general invoice they sent me. I also have videos that show the bad tire was placed on my back right wheel and the pictures from insurance as well that were not uploaded as it would not let me upload videos-have them if needed.

This company is deceitful, unprofessional and definitely take advantage of insurance. They were extremely unprofessional when communicating with customers and did not want to answer questions about the bill. They added random expenses to tack onto the bill so insurance and the consumer had to pay more. They were also adamant that they did not want me to respond to surveys or leave a review as it would make the shop look bad. I would NEVER recommend this company to anyone. I would like to be made whole again by this company.

Thank you so much for reading and for your help with this matter.
Business Response
Date: 12/18/2024
Hello, Customer's concerns have been addressed and she was refunded ****** on 11/26
-******** *********
General Manager

*****************************
Customer Answer
Date: 12/18/2024
I am rejecting this response because: This issue has not been resolved. First of all, I have been assured several times by Jenn-responder above- that a "regional manager" would be getting in touch with me, I have yet to hear. I wanted them to break down the charges that were billed to me as this was something ******** was unable to do. She was unable to be reasoned with and defensive when things were questioned. I had my step dad call to achieve a resolution and he was able to get in touch with the other shop that actual conducted repairs on the vehicle.
I am only willing to pay for services rendered. Per the bill, Caliber Collision was unable to complete the job and therefore sent it out to Car Pros Muffler Masters. There they repaired the inner and outer tie rods. The total for parts and labor was $718.28. The rest of the bill is still unknown to me. It is still unclear what the refund of $432.41 was for as no one has called to discuss. I am assuming it was partially for the tire that they claimed they put on but never did? There was also no repair or replacement of a wheel. We had the vehicle inspected at another shop where four tires needed to be replaced. So the fact that they reimbursed will not pay for a tow to a different location when the fact that it would cost $125 was not disclosed anywhere. If that was the case I would have refused that service.
In summation, The only amount I am willing to pay is $718.28 to the other company that completed the work. I will not pay for other services that were not completed. The fact that this company lied about multiple tasks completed makes it hard to believe that other tasks were completed there.
Initial Complaint
Date:12/08/2024
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.
Subject: Urgent Complaint About Unethical Practices at [Caliber Collision, ********************]Dear Bureau,I am writing to formally express my serious concerns regarding the unethical and unprofessional conduct of your collision center specializing in Tesla repairs. Based on my recent experience, their practices seem designed to exploit customers and insurance companies instead of providing timely and quality service.Key Issues:1.Misrepresentation of Repair Timeline:Initially, I was informed repairs would take 78 weeks. However, after submitting my vehicle, there were significant delays without valid ************************ Mismanagement:After submitting an initial quote to my insurer, they delayed for 4 weeks without communication, claiming they needed more money. Their failure to present evidence to the insurance company reflects gross negligence or intentional stalling.3.Inflated Costs:The final repair quote was much higher than anticipated, raising concerns about inflated pricing to maximize insurance payouts.4.False Promises on ***************************** approval, they claimed parts were ordered and repairs would take two weeks. Upon follow-up, I was told parts were backlogged with no estimated delivery, indicating mismanagement or deception.5.Poor Customer Service:Front desk representatives frequently promised updates but failed to follow through, compounding frustration.This centers lack of transparency and accountability has caused me significant stress, financial burden, and inconvenience. Their unethical practices raise serious concerns about their integrity and operational standards.I request immediate action to address these issues and prevent further exploitation of customers.Sincerely,Mohammmed ***** ************
Business Response
Date: 12/10/2024
The **********, GA center has been notified of complaint and will be reaching out to the center with a resolution.
Customer Answer
Date: 12/17/2024
I am rejecting this response because: I contacted the business every single call . My car case cordinator is ***** ********** (******): When I contacted the front desk, the receptionist, ****, would sometimes transfer my call to ******, while at other times, she would allow it to go straight to voicemail. ******, on the occasions he did answer, consistently responded with, Let me check the status, and Ill call you back within an hour. However, over the past three months, he has never followed up as promised. I have been the one repeatedly initiating calls, only to be met with vague explanations and ever-changing excuses, without any clear or concrete updates. His conduct is thoroughly unprofessional, and his manner of handling the situation reflects a lack of accountability and commitment
I am urgently requesting the *************** to take immediate and appropriate action to resolve this matter as soon as possible.

Business Response
Date: 12/19/2024
BBB has re-reached out to the center for a resolution.
Initial Complaint
Date:12/06/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Caliber collision got my car in the late may 2024 my car spent over 100 days in their shop for a small $1200 collision. In the process of fixing a bumper and Fender and headlight, they lost parts to my interior and broke the surrounding shield for my stereo.Every time I've called to get them to resolve these parts, they tell me, they cannot find these parts when I can simply search them online. And find them when they talk about compensation for the parts they say. Let me contact my general manager. And I never hear back i was involved in my car accident.May 10 my insurance refuses to help ***** that's why i'm contacting you guys
Business Response
Date: 12/10/2024
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: 12/12/2024
I am replying, my name is **** holiday.I had a two thousand eight *** spectra in your shop where employees broke parts did terrible paint job?I've never seen anything that looks more like an orange ?? parts are still missing and broken i don't know what else you need to know that my other message didn't dictate i had to visit your shop four times to get my car back
The location of my repair is caliber collision, ****** utah

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Caliber Collision Centers is NOT a BBB Accredited Business.