ComplaintsforGerber Collision & Glass Headquarters

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left a review last month about the absolutely atrocious customer service I received at the ******** location, and the shop immediately fixed my car and got it back to me. When I received it back, the inside had not been cleaned so there is still glass in the interior from my broken windows. Additionally, there is still a crack in my bumper that they did not bother to fix, and I can hear broken glass rattling around in my rear liftgate every time I open and shut it. They didn't bother removing the broken glass when they fixed the liftgate and replaced the rear windshield. Not only did I have a horrible customer service experience, but my car isn't even fixed well. I have not contacted them about this because I don't want to give my car back to them to finish the repairs. I want my deductible ($995) refunded so I can hire someone else to fix the issues and have the interior professionally cleaned. I don't know how you people are still in business. Please send me a check for my full deductible immediately.

  Business response

  08/27/2024

  We understand the General Manager **************** reached out to the complainant on 8/23/2024 and the complainant advised they do not wish to bring their vehicle back to Gerber Collision & Glass and asked for a refund instead. It is our understanding the General Manager submitted a refund request.
  
  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had my car placed in Gerber collision and glass on 05/24/2024 . I received my car on 06/ 11/2024 and I had a few complaints it seems as though it felt on deaf ears .. Upon leaving the next day I noticed that I had bolt missing on my back tire and spots of paint on top my car which was was addressed.. So the next day I show the person in charge I had a stretch on my door which these doors was replaced so they were new and also I pointed out that my panel is not on track and also damaged the interior of my car oil Stains they denied wrong doing in these particular complaints ****** tank was on empty. This is just a brief of my complaintsFor a total of ******. 71 .. Thanks in advance

  Business response

  08/07/2024

  We understand the General Manager ********************** reached out to the complainant 7/25/2024 regarding their concerns. Thank you
  
  

  Customer response

  08/08/2024

   
  Complaint: 22030690
  
  I am rejecting this response because:
  

  Good evening I am not satisfied with ****** collision decision because no one has reached out to me ever any time I had an issue I had to go over there unannounced to bring  light to my complaint.. so no I am not satisfied with nothing because no one has called me and done nothing to my vehicle ..On 7/25/2024 no one contacted me and no never contacted me can  you please 
  Help me get my issue resolved Thanks..

  To whom it may concern: of course Im not satisfied I still have pieces missing of my doorAnd damaged to my door and interior on the25 of July ..I went to bring to the manager attention about my complaint Only thing that was addressed that day was getting paint off the top of my car and that was done incomplete.. Please Help 
  Sincerely,
  
  *****************************

  Business response

  08/15/2024

  We understand the General Manager ********* reached out to the complainant again on 8/15/2024 advising the complainant the concerns they are advising with stains on the headliner and the scratch on the door will not be repaired as Gerber Collision & Glass had nothing to do with it and shown the complainant the pictures of the vehicle taken after repairs showing there was no scratch.
  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This happened approximately 2 years ago. I brought my truck to Gerber in ******* for an insurance claim repair. They took the truck apart, told me they had ordered parts, I waited for min. 6 months for the parts to arrive. Only some parts came, not all the parts they had ordered. I then asked for Gerber to simply give me my truck back, with the parts that had arrived. They informed me that in order for them to put the truck back together, I would have to pay them $6000. I did not have the funds to pay, so they delivered my truck back to me in pieces, with some replacement parts they had ordered missing, some appeared used. I have tried to reach out to the ** and local office, no one has been able to help me. I have just recently learned about Better Business Bureau, thus I am reaching out now.

  Business response

  08/07/2024

  We understand Davyln P. reached out to the complainant leaving a message 7/22/2024 at 2:11 PM and has been unsuccessful reaching the complainant regarding their concerns. Thank you
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vehicle was stabbed and I claimed it on my insurance with a 1,000$ deductible when I received the car back it was in worst shape then when I brought it in

  Business response

  07/18/2024

  We understand the General Manager **** reached out to the complainant. The complainant is scheduled to drop off their vehicle on 7/22/2024 to have their concerns addressed. Thank you
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2013 ****** sienna minivan to this location to be fixed on June 24 2024. It was front passenger side damage. Bumper and wheel. There were scratches and marks around the van from previous damage. They specifically said they could not touch the passenger door. I said fine, I know its previous damage. I got the vehicle back with a big chip out of the passenger door. I thought they said they couldnt touch that door? I told them about it. They said there is nothing they can do. No offer of money off. No offer to touch up the chip. Just nothing the can do. They keep insisting that there was previous repairs of that door. I bought the vehicle new from the dealership. I know of all the repairs made and that door has never been repaired.

  Business response

  07/19/2024

  We understand the complainant has their vehicle back at the location. The location will be replacing the control arm that was approved by American Family. Thank you
  
  

  Customer response

  07/22/2024

   
  Complaint: 21958503
  
  I am rejecting this response because:
  I took the vehicle back to the shop for them to repair the list of things that were wrong. This is their final product. This is a brand new bumper.
  Sincerely,
  
  *********************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gerber Collision was selected by us for repairs for a small accident in October 2023. The repair to our vehicle was mainly the cooling system and front end damage.From the time we received our vehicle back after repairs were completed we have had to return our vehicle numerous times for faulty workmanship and repairs.Our 2018 ***** CR-V overheated and we called Gerber and were told to bring it in, no offer to tow or arrange for towing. We returned the vehicle to be told they couldnt find any reason for the over heating, this overheating happened again within 30 days.We were inconvenienced again and told they could not diagnose our vehicle until it ran hot again.Next time iit overheated, we called had it towed and a rental car was provided. But this was after a email to HQ. This was not repaired because we were having issues, it was because we had to contact HQ to get results. Finally repaired again with a hairline crack in the radiator they put in our vehicle in the beginning.How much damage was done to our vehicles engine with all the overheating with no results from Gerber.About a month ago our car overheated again, we called and were told to take it to ****** as they are specialist. ***** concluded that the faulty radiator Gerber sourced and used was the cause of our vehicle needing an entire engine replacement.We communicated this with Gerber and an employee named **** whom weve never communicated with told us it was too long after the repair and he told us numerous times to take our vehicle to *****. Which is completely false. We would have gladly taken our vehicle to ***** if it was suggested. As we did immediately after it was suggested by ****.Gerber is 100% responsible for our engine damage. We were hung up on and refused a copy of our repairs and notes by ****. And feel lied to and that we need to just accept the faulty repairs and non certified parts Gerber needs to stand by their warranty. We will update if Gerber does make this right .

  Business response

  07/10/2024

  Gerber Collision and Glass has been in contact with the complainant. Market Manager ************** has since inspected the complainants vehicle and confirmed that there are no workmanship issues with the repairs completed. 

  Customer response

  07/18/2024

   
  Complaint: 21946684
  
  I am rejecting this response because:

  our vehicle was brought to Gerber after an accident to the front radiator area .  Radiator was faulty and misdiagnosed 3 times.  Resulting in our car overheating multiple times.

  the overheating from the faulty workmanship and poorly inspected parts used is the cause of the engine failure.

  we are in contact with an attorney at this time and feel confident with our second and third certified mechanic opinions from area shops.

  We will never refer or recommend Gerber Collision in Notth Port to anyone.  It saddens me that they know it is their poor workmanship and parts that caused our engine failure and they simply dismiss our complaint without a solution or taking some ownership of the issues.
  

  It disappoints us that Gerbers new manager is not any better then the last manager theyve had in the 7 months theyve been in **********.  Its not a good look for Gerber.

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

  Business response

  07/25/2024

  We understand **************** has reached out to the complainant 7/24/2024 and advised ***** and Gerber Collision will not be replacing the complainant's engine. 
  
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme dissatisfaction with the service I received from Gerber Collision and Glass. After soliciting their services through my insurance company, ****, for a car accident, I have nothing good to say about this business.My car sat at their facility for three weeks without anyone contacting me or returning my calls to provide updates. I had to pretend my boss was my husband to get someone, a **************, to talk to me face-to-face. He assured me my car would be taken care of, but this was not the case. Even then, the adjustor refused to speak to me directly.I was promised the car would be finished, but when I went to pick it up, ************** didn't allow me to test drive my own car; instead, he drove it himself. This left me with no way of knowing if the car was actually fixed. After leaving the lot, I found that the same issues with the car remained.The issues with my car were numerous and unacceptable. I had to return to the location seven times trying to get all the errors with my car fixed, but they never were. Eventually, I had to speak to a supervisor to explain the ordeal I had been through. He rented a car for me and assured me he would make sure my car was fixed. However, the next day when I returned to pick up my car, the air conditioning still wasn't fixed, the alignment was still off, and there was a heat kickback issue, making the car twice as hot and undriveable without the windows down.It is now 10 months later and my car still isn't fixed.I have tried contacting corporate numerous times and failed. I returned to the Gerber location to get the proper contact information for corporate, only to be given an email address that does not work.Gerber Collision and Glass was paid $10,000 to fix the damage on my car, and now my car is in worse shape than it ever was. As a single woman, I was treated very unprofessionally, and the customer service was horrendous.

  Business response

  06/18/2024

  We understand the Market Manager ************ reached out to the complainant and had their vehicle taken to the Gerber Collision & Glass - Duluth location to have concerns addressed and the complainants vehicle was completed today and will be picking it up. The complainant advised they will notify **** when the vehicle is picked up and if there are any other concerns.
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Accident happened claim number (761205-GO-1) June 29th 2023, dropped off the car July 26th of 23, and picked the car up August 24th of 23. Was told week of original pickup that they backed my car into a truck and that they didn't tell me because the manager walked out, but were taking care of the damage. Shortly after picking up the car the check engine light came on, took it in, was told it was a chewed charcoal canister wire, also discovered missing weather stripping. Was moving so did not have time to resolve issue in ********. On trip to **** the Wheel bearing started grinding (later found at fault of accident) took 4/5 months to get fixed in February. Also had rear wiring harness hang from bottom of car from the bumper and the backup sensors no longer worked. Communicated with **** at shop in ****, Weather stripping put in car end of December, had multiple incidents water leaked into car, when looked at at shop here in **** they pushed the wiring back up and the blindspot monitoring no longer worked as well as backup sensors. Was told I might need a new wiring harness. They needed talk to the Colorado shop. They went back and fourth between the shops and the manager said they are not at fault. **** at ************ Iowa said there is nothing he could do anymore for me and gave me a number for support. Called and they said they would look into the issue. Never heard back from support, found email from Gerber Colorado in email way later because I was not told to look out for email. Emailed back and haven't received anything back. Heavy rain made lead me to finding more water in my car, as well as a rusting door replaced by Gerber. Water pooled under passenger seat all over amp, which now is potentially causing my speakers to clip on and off. Looked in my trunk and found a cupholder full of water and discovered a leak in the rearmost passenger window as well, and a broken door handle on rear passenger door. Haven't resolved prev. issues, or new ones.

  Business response

  06/10/2024

  We understand the General Manager ********** reached out to the complainant on 6/3 and advised that they will need to reach out to their ***************** regarding their concerns.
  
  

  Customer response

  06/15/2024

   
  Complaint: 21771942
  
  I am rejecting this response because: the insurance called me and told me I need to take it to a shop and have it looked at to deem if it was damage from the accident. The damage that is on the car now was damage done by Gerber, so what if they decide its not damage from the accident? I already brought my car to the **** Gerber location twice and they said there is nothing further they can do based on the Colorado locations responses. Is the Gerber location in **** unable to make that decision.  I have not heard anything from *** since that initial email. 
  
  Sincerely,
  
  *********************

  Business response

  06/21/2024

  The complainant has been contacted by the General Manager ********** regarding the following steps with their new insurance claim. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my car to Gerber to get repaired. When I picked it up I was unhappy. The bumper didn't fit right and the hood was crooked. He stated that's the way Toyotas are made. After a couple of days the bumper got worse. I went back he said its my insurance company's fault. They say its there's for putting a defect bumper on. The service writer left me a message saying that they got a new bumper. But now they wont get me a rental car knowing i wasn't happy at the time

  Business response

  06/07/2024

  Gerber Collision & Glass is aware of the complainants concerns with the repairs to their vehicle and general manager ****************** advised him that per ***** we put an aftermarket bumper on the vehicle this is what his policy covers. General Manager ****************** spoke with ***** on 5/28/24 and were advised that they approved an OEM bumper and the complainant does not and never had rental coverage on his policy and said no on the rental, the complainant was advised of the same and all concerns have been resolved. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 31 2024 I took my vehicle 2015. Acura RDX for estimate 1lower right side bumper damage and fog light and washer fluid bottle and 4wd light .On February 7,2024 was the date to bring in they said they order parts...they had my vehicle from February 7until April 19 th..they drove my vehicle and put almost 200 miles on it with the 4wd light on they kept adding more damage more damage the work was not finished work they said they did wasn't done ,parts of my vehicle is missing I can't understand why the insurance company didn't send a out appraiser because he was months in and they kept giving supplements for very big items.so this is about the damage I believe they did while they had my vehicle .my struts were leaking and now I need tie rods and back end alignment as well as the front they used used bad parts they said they changed the unibody it's bent. They opened my sunroof it was opened when I picked my vehicle up now it's stained my vehicle is at ***** tire because Gerber said I needed brakes. But it's the abuse they did to my vehicle. Estimate ***** 5days then 2 months later 6 supplements 10,788..they told me in text my vehicle was all back together March 18,2024 at there other facility getting cradle put on I was told no way that work was done.my vehicle was in good shape when I dropped it off..now it's in poor shape..So now I have to battle with my insurance company for allowing this all to happen.

  Business response

  06/07/2024

  We understand the upper manager ****************** reached out to the complainant via phone on 5/30/24 as well as left a message and sent an email for complainant 6/3/2024 regarding their concerns. Thank you
  
  

  Customer response

  06/18/2024

   
  Complaint: 21752894
  
  I am rejecting this response because: Reopen #******** I sent paperwork.I rejected because they dismantled my vehicle and I still need repairs that they were paid for.
  
  Sincerely,
  
  *****************************

  Business response

  06/24/2024

  We understand the General Manager ************ left a message 6/19/2024 and that upper management ****************** reached out via email 6/24/2024 in hopes of speaking with the complainant regarding their concerns.
  
  

  Customer response

  07/01/2024

   
  Complaint: 21752894
  
  I am rejecting this response because:
  I do not feel safe driving my vehicle to other shop it's about 25 mins away. I don't trust them to do work that they claimed to have done.I replaced right strut that they put on.My insurance sent me supplements for exhaust that they claimed was because of accident ,but will not send me invoice it's just back and forth..I would like to take my vehicle to Different shop to have done what they said was done and payed for.
  Sincerely,
  
  *****************************

  Business response

  07/08/2024

  We understand that ****************** the upper management of the Wheatfield Gerber Collision & Glass has reached out to the complainant via email 7/8/2024 in hopes of speaking with the complainant regarding this matter.
  
  

*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. ↩