ComplaintsforGerber Collision & Glass Headquarters

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in to the ******* location (chosen from the ******** list of recommended body shops) for repairs to the right front passenger door of my car - which is 2 years old and was in perfect condition (besides the new dent that needed to be fixed). When I was told it was ready & I picked it up, which was at the end of the day on a Friday, I took care of the paperwork and was sent on my way. I was not shown my car before I left - I wish I had looked at it! While driving home I noticed a white substance all over the inside of the windshield! As I looked around I saw it all over the INTERIOR of my car in random places. When I got home & parked I saw that it was literally all over the car - in the back seat, on the inside of all of the windows, the dashboard, the speedometer display, inside the air vents! On the floor boards, inside all of the door jams, in the cup holders, inside the tiny circular sound system holes! I was unbelievably upset! I called Gerber before they closed that day to find out what happened. The manager said he had no idea but I could bring it back *************** take care of it. When I took it back, he looked at it & said it was nothing that could have happened there! He said "maybe you don't remember it being like this when you brought it in"!! He did try to clean it off, acting like he was doing me a favor! It was absolutely NOT like that when I brought it in!! He had to use a razor blade to get whatever it is off the windshield. I asked to speak with the worker who did the repair-to the door-to try to find out what happened & the manager wouldn't do that. I left after an hour, still not knowing what happened & it STILL not being right. The next day, the white stuff was back on all of the places he wiped it off from! I have no idea what it is or how to get it cleaned! I will not go back there. I wish I NEVER took my car there. They did not do a great job fixing the dent, they ruined my car, and they lied!!

  Business response

  11/04/2024

  We understand the complainant responded to the location email and will be setting up an appointment to have her vehicle detailed. We also understand the complainant's issue has been resolved.
  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We picked up our truck on 10/08/24 from Gerber *********************************************** in ******, ** and noticed that there was significant orange peel of the paint all along the repaired side of the truck. Also there were several areas where there were nibs on the truck bed side panel and the rear door, the wheel well was not completely painted, there was overspray in the truck bed, the door jam bolts were not painted, there were finger prints that where made with some sort of sticky substance, that hardened and dried, on the passenger side front right fender (this was not damaged in the accident). This same substance appeared in spots on the front windshield and a large quarter moon shaped impression on the top of the cab above the rear passenger door as if a can was sat on top and left this impression.We immediately notified Gerber *********************************************** Deland, of the subpar repair job. We scheduled an appointment for 3:00pm with ***** *****, the General Manager. We arrived and was told that ***** was on a conference call. An hour later, ***** comes out and asks us how she can help us as if we have not been waiting there for an hour for our 3:00pm appointment. We showed her and explained the issues with the repair job. She looked at the issues and stated that the orange peel was not that bad and did not comment on the other issues. She then stated that she would not be able to have anyone look at the truck for at least a month, at which time we stated that was unacceptable. She stated that they were overwhelmed with vehicles. There was no sense of urgency or concern and a lackadaisical attitude towards the quality of the work that was performed on our ********** this point we do not trust that Gerber can adequately fix the damage they have done, since have made clear that they are overwhelmed with vehicles to repair properly, and our vehicle is not a priority to them. We are disturbed with lack of customer service and especially quality of work at this ******, ** location.

  Business response

  10/29/2024

  We understand ******* *. the upper manager of ****** met with the complainant on 10/28/2024 at the *******, ** location and understand the corrective repairs will also be done there as well. Thank you
  
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 1, my vehicle was involved in a fender ******. The insurance *** of the other party accepted liability and sent the vehicle to Gerber to have it repaired. Gerber has been postponing the repairs due to, they say, lack of replacement parts. Their latest estimate for completion is now October 29, but they tell me there is no guarantee it will be ready by then. I've asked them to return the vehicle to me until they get the replacement door, but they don't want to pay for the cost of reassembling what's disassembled.

  Customer response

  10/19/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID 22437550. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  Gerard Walschap

• Initial Complaint

  10/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an estimate for repair and scheduled to drop off the car. When I arrived, *** ******, who provided the estimate also checked me in. I could tell something was wrong immediately when he rudely told me to go back and wait inside and then came to get me 30 seconds later. I assumed he was just having a bad day. He then proceeded to reduce the scope of the project without lowering the price. I tried to get him to confirm and he lied. All of this was in a very aggressive manner and I felt bad that my father in law had to hear it. He then started to change his story saying that insurance would not allow him to do it and that I would need to call my insurance to get their approval. I decided not to leave my car with them until we got this straightened out. I got the approval and emailed it to him a few hours later. *** next contacted a friend of his at the insurance agency (not the assigned agent) and accused me of insurance fraud. This resulted in an investigation by the agency in which I was found to be in the right. I shared with them the issues that this individual (*** ******) had at the drop off. I then sent an email to gerber collision, ccing *** and asking to be assigned to a different estimator for the repair. When I did not hear back, I called and *** answered the phone telling me that they will not be able to do the work. I then went to another shop and got a quote that had higher material costs but similar labor costs. My guess at a motive: I believe he may have misquoted me and instead of owning up to his mistake he made a poor decision of trying to come up with another reason not to have to do the work so as to protect the relationship with the insurance company. In doing so he personally attacked me and accused me of a crime which is obviously unacceptable. I believe that his company should know the story so that they have an opportunity to make it right. One disgruntled employee should not be the representative of this overall company.

  Business response

  10/23/2024

  General Manager ****** *. from Gerber Collision and Class has been attempting to contact the complainant and has since left 2 voicemails to further discuss their concerns and work towards a resolution.   

• Initial Complaint

  10/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Gerber in *****, ********** billed my insurance carrier $4,659 (Snugtop camper shell) + $142.50 (labor) which was paid to them on 7/24/2024. I asked about the camper shell replacement when the other work was completed and I picked up the truck on 6/10/2024. I was told that it was ordered and the Snugtop vendor would call me when it was ready for installation. Gerber never ordered the parts or contacted the vendor. I have been calling near weekly inquiring about the matter with Gerber rep **** ****". Gerber refuses to order the readily available part or allow me the funds to purchase it myself. They have pocketed the money and have no intention of making this right. I believe this is intentional and constitutes theft of moneys owed to me as well as making a fraudulent claim to my insurance company.

  Business response

  10/24/2024

  We understand the General Manager ***** *. has made 2 attempts via phone on 10/17/2024 and on 10/22/2024 and has also sent an email 10/22/2024; as of yet the complainant has not responded.
  
  

  Customer response

  10/25/2024

   
  Complaint: 22432676
  
  I am rejecting this response because:

  This is an example of more games from this company. They received payment for and promised a new Snugtop camper shell for the truck. They failed to do this and promised me a refund check for nearly two months. Ive called many times over the past months - they never followed through, and never called back. To treat customers like this is morally reprehensible. Yes, the business did finally call after the BBB got involved, and sent one email. As you can see from the attachment, I did respond that same day. This was on Tuesday- if a check was really put in the mail, it should have arrived before today.

  
  Sincerely,
  
  **** *******

  Business response

  10/28/2024

  General manager ***** B from Gerber Collision and Glass Chico, CA has been attempting to contact the complainant and has left several voicemails but has not yet heard back to further discuss their concerns. The shop has since mailed the refund check to the complainant's home address. 

  Customer response

  10/31/2024

   
  Complaint: 22432676
  
  I am rejecting this response because: ************ conducted business with me in bad faith, never intended to perform the promised work, and kept the money paid to them for the work. They are only paying attention to the matter now, months later, because I have gotten multiple agency involved to arbitrate on my behalf. 2 days ago I received a check from Getber and I am awaiting for the funds to clear my bank. Sure, an apology for wasting my time would be appropriate but I am not optimistic.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/9/2024 I brought my 2013 ***** Corvette in for Repair-the Estimate was written by **** ******. I was told the Car would be ready within 7 days (written on repair order) Within the 7 days they had the cae fixed except for the Right Front Headlight=which all of a sudden they can't find.This started a series of misinformation. I was told three weeks ago the part was located in two GM locations one in ** and one in ** . I was told around the 30th of Sep the process was started to purchase the part and that should be handled in 5-7 days. From tht point it has been one lie or stallafter another. Since last Friday 10/11/2024 I have left several text messages asking for a status update-no REPLY. Today 10/15/2024 I called the ****** Fl location which has my Car. **** and the Mgr I was told are out and won't be back till next Mon. WHAT? Is this anyway to run a Business? I asked the nice Lady on the Phone if she knew what was going on. She said they were waiting for a invoice from the Dealer in ** so then Corporate can begin the purchasing process-a process I was led to beleive happened four weeks ago. I should of gone to a Local Shop that has been repaing Corvettes for Twenty-Six years. No I was sucked in by the we are bigger we can will do it better. If Gerber was as good as their prmise I would of had my car back by the 19th of Sept. The folks at the location are Super polite the YES and NO *** to death but the Car sits in the Yard. My Car has always been stored inside the Car was in Show condition-ready to earn a award. I am very worried about the condition of my Car now. Beware of the PR-the lifetime warranty*. I want my Car repaired and returned to me (except for the damage to right front end) in the same Condition it was on 9/9/2024

  Customer response

  10/17/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID 22426101. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  William Dwyer

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/10/24 I brought my truck to this shop for an insurance repair. After three days I received a call saying that they could not repair it because they needed to order a new frame. This was in direct conflict with what they stated in the estimate and this caused me to waste 3 days in a rental car.9/10/24 I brought the truck back to the shop to complete the repairs, my insurance covered a rental car for me. 9/20/24 at approx. 1p I recieved a call that my truck was completed and that I needed to pick it up by 5p to avoid incurring any more fees and that my rental car needed to be dropped off as well. As I work for a living I was unable to leave work to get the car on time so I worked with my insurance company to cover the rental and storage fees until Monday 9/23/24.9/23/24 I went to Gerber to pick up the truck and was told that there were issues with the engine and that I should "drive it to a ****** repair shop" to fix for me even though when I dropped my vehicle off on 9/20/24 there were zero issues with the engine. After beginning to drive away it was clear that the car was not driveable and was completely unsafe to operate. Gerber said they would fix it and get it back to me.9/25/24 the vehicle was reported as being fixed which was not true and was confirmed by another shop it was taken to that day for vinyl repair 9/30/24 I met technicians from Gerber at my vehicle and they confirmed there was still an issue with my supercharger 9/30/24 until current 10/7/24 Gerber has had my vehicle and done nothing with it, another shop is going to make the repair but cannot until 10/11/24 which means that I have to pay for 5 days of a car rental out of pocket. Gerber should take responsibility for the costs of my rental.I have tried to resolve this with Gerber but as of today they no longer have a manager and will not give out contact information for another supervisor nor will they call me back.

  Business response

  10/28/2024

  We understand the General Manager ******** *. reached out to the complainant and the complainant will be dropping off their vehicle to have the light bar adjusted and the complainant will also be going to the dealer for the rest of their concerns addressed. 
  
  

  Customer response

  10/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/1 I picked up my Jeep. Gerber lied to and decieved by my providing me a FINAL BILL with a specific tire type. Gerber then installed an entirely different tire, without disclosing to me even when I picked up my vehicle and FINAL BILL showing the incorrect tire was installed. Gerber will lie to and deceive you and they express no issues doing such, stating "we corrected on our end, but never notified you or provided you the updated estimate with the different tire, sorry, it is what it is" was their exact verbal response. Listen to the call. I wouldn't trust them if it was the last collision repair entity on earth. They provided me a Final Bill, detailing a specific tire to be put on my Vehicle. However, they lied and deceived me and put on a completely different tire than what was noted on their actual documentation that they themselves provided to me when I picked up my vehicle upon completion. This company evidently is on board with lying to and deliberately deceiving their clients. This is unacceptable, and only true Crooks would work at a place like this.

  Customer response

  10/07/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  am writing to express my extreme dissatisfaction with the service I received at Gerber Collision & Glass location on ******************* in ***********, *******. What should have been a straightforward experience turned into an absolute nightmare. I have never encountered such poor management, substandard workmanship, and outright disrespect in any service industry.From the very beginning, I was repeatedly assured that the work on my vehicle was done adequately, only to discover that this was not the case. I had to return my car multiple times due to incomplete or unsatisfactory repairs. This alone reflects a severe lack of craftsmanship and quality control. It's clear that the team at this location lacks the professionalism and technical skill to carry out their responsibilities ************** make matters worse, I discovered an offensive message written in the dirt on my engine that read fat b**** This is beyond unacceptable. The fact that someone in the establishment would have the audacity to deface my vehicle with such an insulting message shows a gross failure in both management and employee behavior. This level of unprofessionalism and disrespect should not be tolerated in any work environment, let alone one dealing with customers property.Had the staff been equipped with the appropriate skills and attitude, I would not have had to endure this repeated inconvenience, let alone this shocking level of disrespect. It is appalling that I entrusted your company with my car, only to be insulted and subjected to subpar service.Attached you will find video proof of the message left on my hood only discovered after taking my car to get serviced for an oil change.

  Business response

  09/30/2024

  Gerber Collision & Glass general manager ***** P has since been in contact with the complainant to further discuss their concerns and resolve the issues with their vehicle. The general manager apologized for the vandalism on the engine cover and took disciplinary action against the responsible parties.  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was rear ended on 8/9/24. The insurance company of the person that hit me is GEICO. They gave a list of approved collision places, so I went with the first on the list, Gerber. They said they would cover all repairs. ****** from Gerber said he would have it done by 8/23. He called me 8/23 and said one of the parts was broken he had ordered so needed until 8/27. On 8/27 they called me to pick it up. The first thing I noticed was my electric liftgate wouldn't open. Upon opening manually, my husband and I discovered the rod was moving and the liftgate couldn't open or close. I told ******. He said he would look into it and call me the next day. GEICO called me on 8/28 and said he spoke to ****** and it's an issue with my vehicle and they wouldn't be covering it because it wasn't due to the accident, it was due to the repairman breaking it when fixing the seal and other repairs on the back end of my vehicle. I contacted ******. He explained it is an issue with my vehicle and it was "pretty much broken" when I left my vehicle and they broke it all the way. He said it would cost too much for him to fix it without GEICO paying for it. I just needed my vehicle, so I agree that I just would take it with it not working. Then he called me back later that day and told me the dome light and back up sensor were broken also, so I had to wait for parts to come in. On 8/30 they called that my vehicle was done. I picked it up and the rod is partly attached, but unable to be used. He gave me the part that they took off because it broke off. He told me nothing else. Now the area where you open the liftgate is loose and moving. Also the entire inside part of the liftgate isn't connected and moves around. ****** has stated he did the repairs related to the accident and GEICO won't cover the damage that Gerber caused. I am left with a vehicle that is more broken than when I dropped it off to Gerber Collision.

  Business response

  09/30/2024

  Gerber Collision & Glass market manager Ron P. has since spoken with the complainant and scheduled an appointment to further discuss their concerns in person. 
  
  
  

  Customer response

  10/07/2024

   
  Complaint: 22277932
  
  I am rejecting this response because: Ron met with me on Thursday 10/3 and said he would touch base no later than today 10/7 with the plan. He implied they would fix the issues and repair my vehicle, but has not responded since. I don’t want the complaint closed because he hasn’t corresponded since 10/3, but the 7 days was going to up. He might not have a plan yet, but he hasn’t answered me about it yet. 
  
  Sincerely,
  
  Lyndsey Worrall

  Business response

  10/09/2024

  We understand Ron P. has reached out to the complainant on 10/7/2024 as well as the morning of 10/8/2024. We understand Ron and the complainant are working on scheduling for the return for the repairs. Thank you
  
  

*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. ↩