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 Center

  7 Oakwood Ave Troy, NY 12180

• 

  Caliber Collision Center

  Berlin, CT 06037

• 

  Caliber Collision Centers

  21250 Jamaica Ave Bellrs Manor, NY 11428

• 

  Caliber Collision Centers

  135 S Robinson Ave Newburgh, NY 12550

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:04/27/2025

  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 am writing to formally express my dissatisfaction with the service I received from one of your employees, ****, at Caliber Collision in *******************************************************************. I recently visited your location for repairs and encountered significant issues related to both communication and professionalism. **** demonstrated a complete lack of effective communication throughout the entire interaction. He failed to provide clear explanations of the services and estimates, leaving me confused and frustrated. On top of this, he made several degrading and discriminatory remarks that were both unprofessional and unacceptable. These comments made me feel uncomfortable and unwelcome. Furthermore, **** attempted to upsell services that were unnecessary and not correlated with the service papers, without any clear justification for why they were required. It felt as though he was more interested in maximizing the cost of the service rather than providing the necessary repairs in a straightforward and honest manner. This is highly concerning, as I came to your shop expecting quality service, not an experience that made me feel taken advantage of.I strongly believe that these actions do not align with the values of customer service that ********************************************* is known for. I hope you will address this issue promptly, as I do not want others to have the same negative experience with that unprofessional and rude male.

  Business Response

  Date: 04/28/2025

  The *********, VA center has been notified of the complaint and will reach out to the customer with a resolution. 

  Customer Answer

  Date: 04/29/2025

  Needs to be resolved by termination of employee, **** at the ***** Caliber Collision Chantilly location. It's not acceptable to act like that and ask personal questions and comment rude remakrs towards a person that does not relate to the service being done. Very unprofessional. I'm assuming he is also deleting ****** reviews which is a very dishonest buisness practice. So I took matters into my own hands and submitted a complaint to BBB. 

• Initial Complaint

  Date:04/26/2025

  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.

  When I attempted to pick up my vehicle April 11, when I was informed repairs were done, the door was not adjusted properly and there were still marks that was not done. I was told that they will take care of it come back April 14th. When I came back the 14th of April the door was not adjusted neither the marks I was concerned about. I also noticed paint bubbles and I asked can they please fix the problems. The General manager then came out and was rude, seemed upset that I wasnt satisfied with the job. I showed him my concerns and He asked me what was my schedule like, can I come back and it will be finished tomorrow, and not to mention it to the insurance company. I said Id rather mention it because I will need transportation while they fix my truck. He said usually insurance companies dont give extensions, they make things hard. I stated I spoke to insurance company already before I came here and they said they will extend it, but they need to speak with him. General manager said okay, and I said Im about to call insurance now so Id be able to leave with the rental, insurance approved another day. The next day When I picked my truck up and started it, on the dash board more than 9 light flashed on that didnt before I dropped my truck off. When I started it, it sounded like a motorcycle, the emergency break light, p light came on. I got out of my vehicle and asked why are all these lights coming on my vehicle. It was not like that when I dropped it off and it did not sound like a motorcycle. Even when I step on the acceleration it was not extremely loud when before I dropped my truck off, and the rpm did not stay on like it was on set cruise control. It would stay at a speed even without cruise control on and without me hitting acceleration, the horn sounds like its about to die out. I was furious.

  Business Response

  Date: 04/28/2025

  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: 04/28/2025

  I have reviewed the business response. The Auto Shop that I went to Address is

  Calliber Collision
  ******************************************************************;

  I reviewed the photos from the business response and those are actually some Photos that I took pictures of That kept coming on my vehicle the day I was at Calliber Collision April 15th before I pulled out of the garage and after, and which were some of my concerns that I spoke to staff about before I left and they claimed it was normal for all vehicles to do that when you start a vehicle. The emergency park light stayed on. 

  Customer Answer

  Date: 04/28/2025

  Before my vehicle was taken to Calliber Collision and accident, I was able to work 6 to 7 days a week out of my truck per week. The way my vehicle is now it was not like that before. I was able to drive my truck safely and to take passengers to her from the destination, safely. 
  Now my vehicle is not safe to drive, Im unable to drive. Nothing is holding my engine up. My mounts are missing. My vehicle was not jerking back-and-forth before drop off, my acceleration RPM was not doing what it is doing now. My emergency park light was not on before drop off, My antenna was not broken before drop off.  Nothing was wrong with my motor before a drop off. 

  Attached is how my under my vehicle looked before drop off. My parts were fine and Intact. 

• Initial Complaint

  Date:04/21/2025

  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 hit a tire rubber in the road which caused problems with my radiator. It was so much confusion with them and the insurance company. They fixed the small radiator on my car and finally gave it back to me after 50+days. I went out of town got to my location had to add radiator fluid to my car. Not thinking anything made it back home went about 50 miles away from the house radiator leaking again this time worse. I called caliber collision spoke with an agent and was told to add radiator fluid. Sat in front of auto zone for 2and a half hours waiting for the car to cool down. Employee poured the radiator in. Soon as I drove away radiator came flooding out and I made it across the street. My car then shut down on me. A couple of days passed and I had it towed back cc. They didn't know what was happening with my car so they brought it somewhere else for help. Of course they didn't know either what was going on with the car so they told me it was the water pump and the thermostat which costed 3500. Got the car back and still leaking fluid. Caliber collision didn't do their dudeligence and check all the components of front end damage and if the pressuretest was done they would have seen it was leaking somewhere else. Not only was the small radiator busted but also the main radiator as well. I have reached out to corporate and still didn't get any resolution. Because of them I had to pay 3500 for no reason at all.

  Business Response

  Date: 04/28/2025

  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: 04/30/2025

  I have reviewed the businessresponse the caliber collision is in hwy 6 15569 SH 6
  ******************
  ************

  This was from May 2024 and because they did not do their due diligence I came out of pocket 3500.

• Initial Complaint

  Date:04/11/2025

  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.

  My vehicle was hit by a drunk driver while it was parked. ********************* was the males insurance holder. Brought car to Caliber to have it seen. They claimed total loss and took my vehicle a part. Mind you there was only body damage and I had been driving the car for over a month before they took it. Not only have do I not have my car they want me to pay to put it back together. They didnt ask me to take it apart. I am now stuck without a car until they can put it back together. I am a single mom of four kids and have no way to get to my job. I did have rental through progressive but no longer have and progressive is not returning my messages or calls at this time.

  Business Response

  Date: 04/15/2025

  
  
  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: 04/15/2025

  I have reviewed the business response. The problem we had is that I did not give Caliber permission to take my car apart. They were supposed to evaluate the damage on bumpers for price quote. The insurance company and Caliber partner up and decided what they were going to do my vehicle. When I tried to get my vehicle on Friday 04/11/2025 I was told that my vehicle was not together and that I needed to get authorization from progressive. Its my vehicle that I pay for and did not give anyone permission to decide what it was worth by destroying it. The labor is the most costly part and is what makes my car a total loss. I want my car back how it was previously. I have missed several days of work and I could lose my job. I am a single mom of four kids. The actions between the two companies is not acceptable. My car was able to drive without any problems, had no issues, has been looked over before I drove vehicle on 2/23/2024 day after accident. They are taking advantage of the law and insurance authority to cover up to 70%. They went out of there way to find ways to deem the vehicle a total loss. This is absolutely disgusting display of playing the system and causing harm to a person. My stress from the situation is not acceptable. 

  Customer Answer

  Date: 04/15/2025

  Now they are trying to say there is even more damage than they originally thought. This would make it unsafe to be on the road. This was not what they were originally stating. If they did more damage they should have to cover at their cost not mine. This is a ridiculous claim that involves both companies. Progressive and Caliber out not be honest or truthful. 

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/26/21, my 2007 ***** was delivered to Caliber Collision for repairs to my front bumper. On 4/28/21, I received my repaired car. The cost of the repair was ******** minus a $500 deductible. I was told by my insurance company I could take my car anywhere I wanted to get it fixed. But if I used one of there venders for the repairs, they would guarantee the work for as long as I owned the car. From that list I choose Caliber Collision. Back in late 2023, the left side of my front bumper began to separate from the vehicle. I went back to Caliber and the Service manager had me drive my vehicle to the front of the building and about 20 minutes later the problem was fixed and the area where the repair was had been buffed out. I was pleased. In late January of this year, it happened again. I returned to Caliber and a gentleman named Geo, who was the Service Advisor met with me. He said that after looking at my vehicle, they could not honor the warranty because *** negligence on my behalf. I told him that the assessment he made was not consistent with anything I had done to the vehicle. I expressed to him that I wanted to speak with a manager so that I could express my displeasure about being accused of damaging my own vehicle. He informed me that the manager was not on the premises but that he would forward the pictures he made to him and he would get back with me in a few days. After not hearing from them in over a month, I returned today because the issue was getting worse. I met with **** ********** who informed me that he was the General Manager. I explained to him the problem I was having with my vehicle and asked if he was aware of my issue. He said yes. At this point, I'm not going to inquire why he didn't reach out to me before because I just want my vehicle repaired. He began to give me even more scenarios of what could have happened to my bumper. I expressed my displeasure of being accused of damaging my vehicle. I'm asking for your help in this matter.

  Business Response

  Date: 04/15/2025

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

  Customer Answer

  Date: 04/18/2025

  I have reviewed the business response and accept this resolution. I don't know what Caliber's offer is. The message said they would reach out to me with a resolution. If that means they are going to honor the warranty, then I accept. Any offer outside of that needs to be discussed.

   

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/24/25 I dropped my truck off to caliber collision on account of them being an authorized repair facility for State Farm. The original completion date was set to 3/12/25. On 3/11/25 I was notified that the completion date had been changed to 3/14/25. When I contacted Caliber to see what was going on, they could barely answered my questions. I became suspicious that something seemed not right with the situation. I then requested that all parts that were replaced on my truck to be saved. On 3/14/25 I was again notified that my truck would not be ready until 3/18/25. On 3/18/25 I was again notified that the truck wouldnt be ready. Upon having a conversation with the service advisor I was told the truck wouldnt be ready for pickup on 3/18/25. I go in on 3/19/25 to pick up the truck and not all of the parts were changed out. When questioned why this was the case the service advisor mentioned because thats what his boss told him to do. I asked to speak to the manager. He was unavailable. I go back in 3/20/25 to get my truck and still no answers. I take truck home and notice bolts loose and truck is not driving correctly. A manager gets involved and says theyll make it right. They take it to a shop that does custom lift work to cover their mistakes. Fast forward to 3/31/25 I was advised that the truck was ready but still had a few parts that due to wear and tear would need to be replaced. I picked up truck and drove it home. Upon inspection when I arrived home due to some abnormal driving I find these bolts are still loose and parts are still missing. Im out of pocket for repairs that are still not completed correctly. Their resolution was to cover up their mistakes for the insurance and while they may have finally gotten the alignment fixed, the vehicle is still not safe to drive.

  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:03/26/2025

  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.

  In November of 2024 our vehicle was damaged in an accident, the other persons insurance agreed to cover all repair costs as they were at fault. I was told by the officer on the scene that our vehicle was undriveable and would be towed, especially because I mentioned that I could smell something when standing next to the vehicle which may have been a leak of fluids from under the hood. We were able to get our vehicle towed to Caliber Collision who checked our damages and said that they could repair it. They noted to the insurance agent that there were misfires coming from the engine which she took note of as she told us she took notes with each conversation she had with Caliber Collision. Our vehicle was almost 2 years at the time of the accident and had never had any issues what so ever. Caliber proceeded with the repairs which took longer than they expected and when they had completed the repairs in December we personally got a phone call from the individual working on our vehicle letting us know that when he took it out for a test drive it "went limp" meaning that the engine shut off. When they reevaluated what could be the issue he told us that our engine was blown and that we should take it to our dealership because it should still be under warranty. We did not really understand what was happening but they got us to sign out our vehicle to get it towed to our dealership thinking that it would be a simple swap out for a new engine. This is when our dealership called us to let us know that it would not be under warranty because it was due to Calibers mishandling of our vehicle. They told us that they ran our vehicle without any coolant which warped/burned up our engine completely. Meaning that it would not only cost us a new engine but other parts to run properly. They also wrote up their evaluation for us and told us it would probably cost between $8,000-$10,000. We feel that Caliber Collision neglected our vehicle causing a pricey issue that was forced upon us.

  Business Response

  Date: 04/03/2025

  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.
  
  

  Customer Answer

  Date: 04/03/2025

  It is Caliber Collision & Auto Glass, ********************************************************************************, *****. Our vehicle is under my husbands name ******* ******. 

• Initial Complaint

  Date:03/25/2025

  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.

  Drop my car off on Feb 18 for repairs me and the man walked around my car to inspect it the only damage on my car was a small dent on the passenger side and the damage when they lady hit my car on the driver side they man took no pictures when me and him walked around my car. March 5 I received my car back it's two dents on the back of my car I went into the shop and I asked who hit something in my car because it was bot to dent on my car trunk hood the man looked and he went to the guy who wanted around my car with me he then shows me a picture with snow on my car saying it was two dents on there I said *** when we walked around my car me and you there wasn't anything on my car other then the driver side and the passenger side there was nothing on my trunk there wasn't even snow out when I dropped off my car and you didn't take any pictures that day so why didn't we see the or you see the dent the day I dropped my car off he says it's nothing he can do I have 6 witness who will tell you I had no dents on my car trunk

  Business Response

  Date: 04/02/2025

  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: 04/02/2025

  I dropped my car off at your ******** center on 2/18 me and they *** **** walked around my car for inspection we both notice the car accident damage and the small dent as the only two damages on my car when I came to pick up my car after repair we did no walk around **** didn't come out and say what was fix i was handed my keys by the guy at the front when I was putting my items in my car from my rental I saw two dents on my trunk i went into the shop and said who hit something or back something into my  car cause there was never no dents on my car trunk and when we did the inspection it was nothing on my trunk they was just looking i said hello what happened to my car I went out called my parents and boyfriend sent them pictures we are all confused cause there was nothing ***** trunk i go to **** desk he shows me pictures of my car with  snow on it he says it's dents in it from the inspection I said hold on me and you both walked around my car you took no pictures that day and when we walked around it was nothing on my car other then the driver said door and passenger side a small dent where did the dents come from and it was not snowing on the 18th when I dropped my car off

• Initial Complaint

  Date:03/24/2025

  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.

  This business caused undue stress and cost me financially. I was treated horribly by their employees who were confrontational and argumentative. I demand to be financially compensated for the harassment and inconvenience. Im also out several days rental car payments. This business is unprofessional and owes me financial compensation.

  Business Response

  Date: 04/02/2025

  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: 04/02/2025

  Caliber Collision *******************************************************************************************************
  ************

• Initial Complaint

  Date:03/18/2025

  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 dropped my 2019 ****** Corolla through my insurance USAA to be repaired on Friday, February 21st 2025. I was told to allow 2 weeks for my car to be repaired. Throughout those 2 weeks I only received one update on Wednesday, February 26th 2025, stating that repairs have started. I was told that my car would be finished on Friday, March 7th 2025 at 11AM which was then changed to 4PM. I went up to the establishment and was told that another week was needed, which makes 3 weeks. On ******* the establishment said that my car should finished on Monday, March 17th 2025 at 4PM. Today will make 4 weeks. I called the establishment twice to verify, no response. I had my Aunt call and the establishment picked up on the first ring. They stated to my Aunt, that they didnt have a date to when my car will be finished. It has been 4 weeks of the establishment having my car and I am still left in the dark about everything. This has bothered me emotionally & physically. This has also inconvenienced me regarding my personal & professional life. I also do not feel comfortable paying $1,000 for inadequate service.

  Business Response

  Date: 03/26/2025

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