ComplaintsforCaliber Collision Centers

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2-27-24 I drop my vehicle off at Caliber Collision on Columbus dr that morning the guy looked at my car marked the repairs, went over everything, got the rental went home at the end of the day get a phone call from the lady at the shop saying their rack wasn't able to repair my car a Audi Q7 so they would have to send it over to their other shop in ********** and that someone would be getting i touch with me. Monday I called the shop in ********** was told that they would be going over everything and would let me know, overall they kept my car for a month for a tail light, repairs to side fender and bumper, on 3-27 received a called and text saying my car was ready for pick up, turn rental in goes to the shop on Columbus dr no car mix up had to get Uber back home they had my car delivered to my house,checked repairs looked ok, drove car in garage, did a survey about my approval and I left low numbers and received a 7:30 am called from a number I didn't know and the guy tells me he is the supervisor at *************** and if I could let him make it up to me come in for a free car wash, I told him my car wasn't that clean..4-6 I noticed all my caps and my lock bolt is missing, I sent this supervisor since I still had his number pictures of my tire, he sends a guy out on 4-7 that afternoon with caps and a bolt< I asked this guy where was the lock bolt and this guy told me that this car didn't come with locks, he put that bolt and caps on and left. I later went back out and looked around and after letting my third row back down and putting the rear seat back I saw a plastic sandwich bag of screws, caps and my key lock and lock bolt...WOW these guys had misplaced my bolts and screws, key everything and wasn't going to tell me I would have been driving around without a key for my tires and the rear tire was a spare for anyone who needed it. For this low nice nasty way of doing business just let you know with type of business goes on at Caliber Collision and today still nothing from them so I'm asking Caliber Collision to make this right with me by paying $700 for covering up a lost key lock and lock bolt and just around a poor job and if I could car them it would be a D

  

  Business response

  05/01/2024

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hit by a driver in January this year and took my car in for repair at Caliber Collision in the same month since they are the repair shop covered by the party at fault's insurance. My car is still at the repairs shop nearly 4 months later. I have received multiple text messages from the business saying my car would be ready February 23, March 1, March 15, March 29, April 12, April 17, and now 4/19.Several times I confirmed in the beginning with ********************* of the February 23 completion date. It was not until February 20 that ****** texted me that the bumper had not come in and was on back order. Before this ****** had represented to me that the parts had come in and repairs were moving along nicely. Around March is when I visited the shop in person because of the lack of communication from Corate and learned that the bumper was on back order and there was no expectation when the part would arrive. I learned this information from another employee ******* at the business as ****** was busy and proceeded to just follow me and Holario around while ******* checked on the parts and the car. I learned the first week of Aprill that Caliber Colision had the ability to repair the car upon inspection approval without waiting on the part. This is after I did the work myself of contacting ************** to get the part for my car. While the car was finishing repairs, a hail storm happened in ****** and Caliber informed me that while they put most cars under car, they did not put mine under cover. **** was in the forecast and the hail happened during the work day when the shop was open. Now, on April 16, when the car was near completion and undergoing a safety check, they discovered that the car was out of alignment. Something that was already established in January. Now I am being told fixing alignment will take 3 additional days to repair even though by phone I was told it could be completed in a couple of hours.

  

  Business response

  05/01/2024

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Caliber Collision was the authorized recommended body shop *************** requested I use after my *** 530i was severely mechanically vandalized due to family and organized violence. I spoke with **** at the collision center and not only did the body shop not repair the body work appropriately, Caliber Collision sent the car to be mechanically reviewed by *** Mainline as their preferred shops for my type of car. *** Mainline did not assess the vehicle appropriately, did not complete the appropriate repairs and Caliber Collision miscommunicated the vandalism that I stated to the them when I dropped off the car. The results are:- Fraud and negligence - Caliber Collision demanded their deductible without appropriately repairing the body work or assessing that the mechanical work was completed by *** Mainline. - Caliber Collision exhausted my rental of 30 days and did not offer to take the vehicle to another body shop and repair shop to get repaired and did not offer to refund the deductible. Caliber Collision in unison with *** Mainline was negligent causing further damages to an already vandalized vehicle. Refusing to make the appropriate repairs body and mechanical, paying for additional rental costs and refunding the deductible of $1000. Further negligence by Caliber Collision and *** Mainline is that due to their negligence and the severity of mechanical vandalism caused to the car, my car is dangerous to drive and I have a seven year old special needs child. Caliber Collision and *** Mainline should be held liable for damages, refusal to make the appropriate repairs and causing more damage to an already vandalized vehicle due to loss of time to repair the vehicle.

  

  Business response

  05/01/2024

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

  

  Business response

  05/09/2024

  I last spoke with the customer I explained we would handle whatever quality issues such as dirt in the paint that she wanted. Also that ***** would again get her electrical concerns looked at and once they did she could reach out for the minor items she had with us. That is where we left it. Our warranty is in force.
  
  
  *****************************

  Regional Vice President

  Customer response

  05/09/2024

  I attached the email communication between me and the representative from Caliber Collision ***************************. The auto body shop that was responsible to coordinate all repairs per Geico February 2024, failed to repair and coordinate appropriate repairs with *** of ********* Caliber Collision was responsible to get the car repaired from an auto body, mechanical and electrical standpoint and they failed thereby my car is dangerous to drive to date and I have a special needs child that I drive to school each day. I put my son's life and my life at risk with a vandalized car that was not repaired due to falsification of reports (Caliber and *** attributing all vandalism to "wear and tear" which was and is false) and a complete failure of providing the services which Caliber Collision promised on February 2024. 

  Caliber Collision just attempted to pull a bait and switch and I am again insulted and incredibly devastated due to the lack of respect and care for my vehicle and the safety of my son's life as well as my own. I've made complaints against *** of the ********* as well as Geico as I find fault across the board and it has yet to be appropriately rectified by the organizations. 

  

  Business response

  05/15/2024

  Ms. Paciuletes concerns are with the *** dealership of which ***** dealt with directly to address her electrical and mechanical concerns.
  
  See below for my last communication with her. I also sent the claim manager an email letting him know of the customers concerns. At this point, its between her and ********************************************************************* you for clarifying your concerns with the mechanical and electrical issues.
  We performed the body work repairs.
  It is my understanding that *** mainline performed diagnostics on your vehicle concerns and communicated directly with your insurance company. Our part in that process was simply towing the vehicle over there.
  
  For the mechanical and electrical concerns, you would need to address those with Geico and *** if you feel there is further concern.
  
  Please let me know if there is anything else we can do for you regarding our services we performed on your car related to the body and paint.
  
  Thank you
  *****************
  Regional Manager

  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was dropped of 3/12/24 estimated work time was 6 days, from that it jumped to 16 days. My car was hit on the fender nothing to do with my tires, this was something done on a curve nothing to do with my claim. I'm told they have to replace my entire tire and resurface rim and balance the tires. Why? This was never part of my accident but insurance approved. This delay has now made my car be with them for over a month it is 4/15/24 and still no car. I have to reach out to the person who's supposed to give me updates, never got them. I call and have to try at least three times since his at lunch regardless of the time. I decided to speak to the office manager tells me car will be done and why they got thr tire in, I told him that was not part of the accident. He says insurance approved it as part, tells me car will be done the next day. 4 days pass I call to reach him, now he is at lunch and won't answer..

  

  Business response

  05/01/2024

  Good afternoon, 
  
  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hoping I would get a survey when I picked up my vehicle from the shop, after this awful experience, but I never did. My issue has been ongoing for over three months, and my vehicle is still not fixed. I have taken my vehicle back to Caliber in ********** at least 4/5 times because they are not able to properly align the new bumper with the driver side front fender. Someone backed into my car and caused front end damage. This is an insurance claim, the insurance company has been great to work with, and has been the go between for the past couple months with my issue. Caliber replaced the front bumper initially with an after market bumper. This left a very sizable gap in the front bumper and driver side fender. So the insurance company agreed to replace it with a manufacturer bumper, leaving the same sizable gap. My final visit last week was by far the worst experience of them all with the General Manager, GT. Usually, I drop my vehicle off for the day, they work on it, and I get it back later in the day. On this last visit with GT, he tells me to give him five minutes. He drives my vehicle to the back and come out after 5 minutes with sticky glue running down the gap between the bumper and front fender to tell me that because there are a few scratches underneath the bumper now, that there is nothing he can do. After over three months of going back and forth to this establishment, and plenty of photos to support my issue from the start, now you are claiming that you can't do anything but use sticky glue??? You have got to be kidding me. I explained to him over and over again that this is not a new issue and it's been ongoing for over three months, and I have been bringing my car back here for three months to fix this sizable gap. He did not seem to care. In fact, he was rude and tried to bully me into believing the ** he was telling me. I told him that I would be contacting the ins company, and his corporate office about this experience today. He didn't seem to care. Worst experience of my life with this place!!! I would like the corporate office to connect me about getting my car fixed correctly, or offering me some sort of compensation for the damage that they can not seem to repair and all the time/inconvenience this has caused me for the past several months AND so I can tell them directly about my experience with this General Mgr.

  

  Business response

  04/16/2024

  Blythewood center has been notified of complaint and will be reaching out to customer with a resolution. 

  Customer response

  04/18/2024

  hello- to date, i have not received a phone call nor email response from Caliber.    Thank you.  

  Customer response

  04/22/2024

  I am rejecting this response because:   

  hello- to date, i have not received a phone call nor email response from Caliber.    Thank you.  

  Customer response

  05/07/2024

  Hello.   To date, I have received no response regarding my issue outlined in my complaint and my vehicle is still not fixed.   

  

  Business response

  05/09/2024

  This has been attempted to resolve numerous times. I personally met this customer at the shop to inspect and address her concerns. As I inspected the vehicle there is evidence that the vehicle is impacting curbs to the lower portion of the newly replaced bumper. There is now missing paint and numerous gouges and scratches. This is causing stress to the bumper cover which is causing the slight gapping on the driver side. The mounting brackets have been replaced already and are now compromised by the new damage to the vehicle. I have stated that more work can be done to correct however the issue to being caused due to the consistence impacts to the lower bumper area. During the visit I attempted to discuss a resolution in which cause the customers husband jumped in the vehicle and peeled out of the parking lot along with *************** following, leaving myself and the ** of that locations  standing alone in the parking lot. Attached are the picture taken of the damage when she returned to the brand new cover. As you can see the new damage.
  
             Respectfully,
  
  ****** (GT) *****
  Regional Manager Columbia
  

  Customer response

  05/23/2024

  I am rejecting this response because:   This Manager is a liar.    There were no scratches, bumps, etc on this bumper when I initially picked this car up from Caliber after  the initial repairs were completed.   I also have photos from the initial repair , and when I took

  it back the first time, the second time, the third time, and the fourth time.   This issue stems back from the start.  I told **** when I initially picked up the vehicle that it wasnt right.    This vehicle went back a total of 4 times before this GM/GT got involved.    Now the  GM is coming in on the tail end of things , and  was absent all along the way when I was  going back and forth with **** and *** on 4 separate occasions.

  My husband and I left the establishment because GT lied, and was telling us a bunch of  BS after he put super glue (as the glue is running down the bumper) on the section that needs to still be repaired.   He got in my husbands face, and I felt like it would be best if i took this matter to corporate before things escalated.   

  After several months of going back and forth, I am still in disbelief about how we were treated that day.  And my vehicle is still not fixed!!

   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was found not at fault from a car accident by ********************** I asked them to help choose a repair shop in network and the one we decided on, Caliber Collision, is denying me service because I pointed out that since I wasn't at fault I should not be liable for any damages and that the estimate needs to match for both the repair shop and for Progressive.

  

  Business response

  04/16/2024

  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Caliber Collision Repaired my truck it was done march 22 2024 . I was not happy with the results when they were denying The damage I paid my Deductible Of $501.00 The manager Ran my check electronically And cleared for $501.00 on March 26th 2024. The same check was also deposited and cleared for $500.00 also on march 26th 2024. I have stopped by their shop On April 1st When i realized That it happened. I called my bank and was informed it was paied to caliber collation. In my bank account it clearly states one check # for booth transactions Check # ****. My bank told me i had to pursue it my self. I have tried to contact corporate I have left message after message. The Shop here in ******* Reported to corporate every time i call they say its processing and they don't have a phone # to give me to talk to corporate. I'm at ***************** Please Help.

  

  Business response

  04/16/2024

  *******, ** location has been notified of compliant and will be reaching out to customer with a resolution. 

  Customer response

  04/18/2024

  I am rejecting this response because:  I have been waiting all this time for them to reach out. I called them Friday the 12th of April and was told the same thing , they say they only see a refund in progress. I find it strange that you can't speak to anybody at corporate at anytime. I've left message after messages no response back in anyway. Why would I believe they would get in touch with me the customer, .I still haven't heard from them. What is so hard to send me my money ?

   

  

  Business response

  04/24/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you've experienced. We have initiated the refund process for the duplicate payment, and have confirmed it was delivered to you via ****** We understand the frustration this situation has caused and assure you that we are diligently working to ensure this does not happen again. Your patience and understanding are greatly appreciated.

  Customer response

  04/24/2024

  I did receive a check . ***** delivered. On April 16th. 

  This company put me in a bad situation. There were consequences due to ****** extra out of my account, and acts like they knew nothing about it until I contacted BBB. This is a dishonest company we had a situation that day I got my truck and caliber called the police on me because I was not happy with the job and the truck was in the middle of the parking lot so the sun would shine on the side they repaired so I could see if the scratches and swirling was the same as other side in going for the keys to move in space this manager went to jumping and hollering don't touch me  after that I decided not to leave my truck there and paid my deductible. So this was no accident that this happened. On top of that they locked my keys to my house in there office as they closed shop for the weekend as soon as I left. And the had a message center that called and they daid not till Monday who dose that ,Very rude and displaced manager .So yes I got the one check amount back. And wouldn't take my vehicle back there to repair the damage that was done in there possession anyway. Bad business ***** will take care of this. I will post this everwhere. So if ***** wants to get there money back that's on them but this will be getting fixed elsewhere  thank you for your help BBB

  Customer response

  05/03/2024

  I have reviewed the business response and accept this resolution. 

  I did receive a check . ***** delivered. On April 16th. 

  This company put me in a bad situation. There were consequences due to ****** extra out of my account, and acts like they knew nothing about it until I contacted BBB. This is a dishonest company we had a situation that day I got my truck and caliber called the police on me because I was not happy with the job and the truck was in the middle of the parking lot so the sun would shine on the side they repaired so I could see if the scratches and swirling was the same as other side in going for the keys to move in space this manager went to jumping and hollering don't touch me  after that I decided not to leave my truck there and paid my deductible. So this was no accident that this happened. On top of that they locked my keys to my house in there office as they closed shop for the weekend as soon as I left. And the had a message center that called and they daid not till Monday who dose that ,Very rude and displaced manager .So yes I got the one check amount back. And wouldn't take my vehicle back there to repair the damage that was done in there possession anyway. Bad business ***** will take care of this. I will post this everwhere. So if ***** wants to get there money back that's on them but this will be getting fixed elsewhere  thank you for your help BBB

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in an accident on 1/18/24. I was issued a rental car by my insurance and I was given a date of 2/29/24 that my vehicle would be ready. My rental reimbursement ran out on 2/18/24. I went over to caliber and my car was still in the same spot the tow dropped it off at. I ended up having to call them everyday. The adjuster on site would lie to me about progress of work, I know this because I would ask him about it on the next conversation and he would give me a different answer. I finally get my car back on 3/23/24. There is black paint on my front drivers side window, the hood of my car is crooked and there is a huge gap, and its been back to caliber twice for this issue. I work ***** hours a week and I didnt have time to go back, the general manager offered to pick up my car from my work so that we could go over the car together. And then my insurance is charged another $810.98 for what? So they can fix the mistake? And I just got in the backseat for something and my center console is not installed correctly. They had my car for nearly 9 weeks, acted as if I was a burden to them and I feel that they purposely sabotaged my car so they could over charge me because they know Im a single mother. I want my insurance reimbursed.

  

  Business response

  04/11/2024

  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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2006 ***** corvette that had been damage at the passenger front bumper/headlight area on March 10, 2024. The person that hit me had no insurance so i filed a claim through my insurance, State Farm. I did research on where to take my vehicle and went with Caliper Collision which worked with State Farm. ******* assured me they would take great care of my vehicle and provide me updates and i should have my car back before the end of March. I was told my car was complete and ready on March 21st so i immediately went there. My car was NOT ready. The ** came out to inspect my car with me knowing it had white buffing compound all over it. My new headlight they replaced did not fully function. The front fender clearly did not line up with the hood and the front grill area paint was scratched on poor install. The ** said they would get it taken care of but i don't understand why i got a phone call that is was READY!?!? Visibly, it was NOT ready. Since March 21st i have received zero calls. They reassured me that i would receive regular updates and that never happens. I drove by the center on Friday, April 5th and saw my car outside and appeared to be "ready" so i called *******, my contact at Caliper. She put me on hold and came back and said, "I just looked at your car, but i see some imperfections that need to be fixed. I am not happy with it so i don't expect you to be happy with it." WHO AND WHY did the technicians assume my car was ready AGAIN if the front office rep looked at it once and saw imperfections. She told me the ** (*********) was off that day but she would get my car back in the shop and I would hear from them sometime this week, April 8th. THIS IS NOT OKAY. Terrible job on their part and terrible customer service. i am suppose to pay my $200 deductible on pickup (whenever that *** be) and i don't feel i should be responsible for these charges. I missed a car show i had prepaid for already due to them dropping the ball or lack of. I tried to reach corporate but i could not locate a number for corporate complaints.

  

  Business response

  04/10/2024

  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.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car repaired by Caliber Collision after being in an accident. After the finish date being pushed out several times, the car was finally finished. When I showed up the speedometer read zero miles until empty, even though I left the gas tank empty. After waiting for over 2 hours, they told me that it was a normal issue with Mazdas and all I needed to do was fill up the tank again. I drove the car home. Not only did the dashboard not update as they said, the car was making additional new noises. I contacted Caliber and they agreed that I could take it to the dealership to get fixed and they would pay for it. The dealership fixed the two issues I knew about and found a third. But once fixed, Caliber told the dealership (they never called me) that they wouldnt pay for the software upgrade to fix the gas reading error, even though the error wasnt there before I took it to caliber. Furthermore, since then, Ive found a fourth issue with the car.

  

  Business response

  04/10/2024

  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 response

  04/10/2024

  I am not sure if this is the correct way to respond, but I was working with Caliber Collision in Keizer, OR: *********************. Thank you!

  

  Business response

  04/11/2024

  The Keizer, OR has been notified of complaint and will be reaching out to customer with a resolution.

  Customer response

  04/12/2024

  I am rejecting this response because: Keizer Caliber Collision has not reached out about this.   

  Customer response

  05/22/2024

  No, Caliber Collision has not contacted me nor taken any action based on the complaint. 

  Customer response

  07/29/2024

  No, Collision Caliber has never reached out nor responded to my complaint. 

  

  Business response

  08/05/2024

  This complaint was escalated to *********************, Regional manager-***** OR - **** St 
  

*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. ↩