Bridget M Btn

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Verified Reviewer
| map-marker Forest Park, Georgia

Dissatisfied customer

Dear Sir or Madam

I am a customer of Caliber Collision in Forest Park, Ga. I had service done on my car due to a car accident.

I took my car to Caliber Collision in June of 2022 for repairs, I did not receive my car back until September of 2022. I was told the parts were not in numerous times, after several weeks of waiting, I requested my car to be given back to me until parts come in I was told that it couldn't be done. Because of the lengthy time Caliber Collision kept my vehicle the auto rental insurance recently informed me, they only will pay the required insurance rental agreement amount and instructed me to contact Caliber Collision for the rest of the money. I called Caliber Collision, upon trying to get information on how to handle this situation, I was given the run around.

I asked for the manager's name and no one would wanted to give it to me and said he or she would call me back, I waited several days for he or she to contact me. After waiting I decided to give them a call back only to be told that they had spoken to me, I never got the chance to speak to the manager prior to me calling them back and to be accused of already being spoken to with the tone and disrespect of the person identifying himself as manager Gary Paulson was unacceptable.

I have lost thousands of dollars on car rentals due to their unprofessionalism and the 4 months it took them to get the work done. Because of that alone I feel like I should be compensated, because my car was drivable and they didn't release it back to me after I asked after waiting a month for parts and three more before it was ready.

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Cons:
  • No communication

Preferred solution: communication

1 comment
Guest

Was scheduled to take my car in for repair. But after reading all of these horror stories across multiple locations.

I have decided to find another shop to take my car to. I am amazed though at how many insurance companies are using them.

Tony M Qnh

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Verified Reviewer
| map-marker Minneapolis, Minnesota

Car is over due for its repairs

Original review Apr 10, 2023
I had my car at the Grand Rapids location for initial repairs handled by the insurance company. I spoke with management there and asked about installation on a body kit. I was told they could do it and it would take 2 months because they were busy. Well, it's been four months, and my vehicle is still not done. I was emailing the manager, but now he isn't responding to my inquiries. I need to soeak with someone higher-up to get this situation resolved. Below is the person that I was corresponding with timothy.zokoe@***.com
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Jennifer T Npy

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Verified Reviewer
| map-marker Chicago, Illinois

Auto body work on vehicle issues

Drop off Aug 26th at Delafield WI location.

Received a phone call the following week asking me if it was ok to move the vehicle to another location due to staff and time to complete the vehicle, I agreed. Was told about 3 to 4 weeks.

Pick up my vehicle on Oct 7th.

The front window was so dirty that I was barely able to when driving the vehicle to work into the sun. I noticed that day, inside the left plastic panel between the door and windshield had a gap and I could put my finger between the molding and the opening. I have black marks on the rear left side headliner and the outside rear bumper has a rubber spot like on the bumper.

After reporting my issues received a call to bring my vehicle back in when it was convenient for me.

November 23rd, I took my car through the car wash only to have water leaking from the headliner by the passenger window onto my passenger seat. Call to report the issue and was told most likely the windshield was leaking and that they would have the windshield guy call me.

Larry called me and set up a meeting at Caliber in Delafield on Nov 26th. At that meeting Larry determined it most likely was not the windshield but would remove it and re-install the windshield, Chris also confirmed he would replace the piece in the vehicle that is hanging. I was told someone would call me to set up an appointment.

I had to call the week of December 5th to find out when they were going to schedule the evaluation of the vehicle/windshield. I dropped off my car on Dec 7th, and on Dec 9th was told the windshield was not the issue it was the roof replacement.

I picked up my vehicle, then must drop it off again on Dec 14th. On December 14th, I had to have a family member drive me to Enterprise rent-a-car due to Enterprise rental car not being able to pick me up at Caliber.

On Dec 21st I had to take the rental back due to the coolant light coming on. I did not receive my vehicle back until Dec 29th.

On Jan 3rd while out of state, it rained overnight, and when I entered my vehicle the passenger side roof linear was now wet again.

Called Chris at Caliber to inform him of what is happening. He asked me to bring the vehicle back on Jan 6th and he would have to rent me a rental car again.

Enterprise was 45 minutes late picking me up to get me back to their office to get my rental.

It is Jan 13th, and due to no one calling me, I called Chris and there is no update on my vehicle.

Over this period, I had to have multiple family members and friends help with transportation to work and back, along with helping me drop my car off and pick it up.

I had to delay maintenance work on my vehicle. Most of the time I am the one calling to check the status of my vehicle.

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User's recommendation: Nope

Heinrich Ahk

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Verified Reviewer
| map-marker Pleasantville, New Jersey

Service never performed

I brought my 2015 Cadillac to Caliber collision in Pleasantville New Jersey I'm April 2022. Someone rammed the back side of vehicle. Gieco is covering repair cost. Service advisor Neil Scott did an inspection and said the parts would take a few months do to the pandemic. I waited several months and did not hear anything. I called back in November of 2022 and was told parts were still a month out I called today 2/21/23 and was told Mr Scott did not work there anymore. The lady I spoke with looked into my file and stated the parts were never ordered. Not happy!
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Preferred solution: Apology

Ezio Hei

The worse experience ever!!!!

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The worse experience ever!!! They held my car for over 3 weeks for a door and step bar that was dented and lifted, not even a car accident.

Was told should be 2 weeks to fix. When I got my car back, it was totally ransacked. My things were all over the place. My "emergency" bag that had toilet paper and paper towels with an emergency flashlight was stolen.

My new car manufacture book was also stolen and God only knows what else! One of my glove compartments was broken. The replaced door sounds like it is hollow. The emblem that supposed to come with the door was not attached.

They also replaced one rim that did not need to be replaced, charged the Insurance almost $1,500 just for that.

We also did not get the correct paperwork for my exact model car. They had charged everything under a more expensive model. And stated that their system did not have the option to choose... wow!

What a crock of crap!

Quoted me for the insurance on around $6,000 in damages, then ended up charging the insurance almost $9,000. This is why Insurance is so expensive. Because of FRAUD, and greedy .

Informed the manager, she seemed to be unaffected by this awful, unprofessional act from her colleagues. She also was trying to defend the condition my car was delivered in.

I am also extremely traumatized by this experience.

I relive this every time I get into my vehicle. It is getting better, but I will never forget it.

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Cons:
  • Lies
  • Disrespect property
  • Dishonest

Preferred solution: For this company to act like professionals and stop ripping insurance companies off and respecting other peoples property!!!

User's recommendation: PLEASE do not go there if you love your vehicle

Irina K Rrl

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Verified Reviewer
| map-marker Lake Elsinore, California

Unsatisfied

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I wanted to clarify my issue in full detail and make my request known to others who may be considering this company.

This is the first car I have ever bought all by myself and was so excited to finally get the opportunity to make my dream happen and buy the exact vehicle that I wanted to enjoy for the rest of my life. I decided to purchase an electric car a, Hyundai Ioniq 5 SE 2022, on March 8 2022, and exactly ten days later on, March 18 2022, the accident had occurred, which was very disappointing and a great loss, not only for me but for my children.

After the insurance completed their investigation, they got back to me and stated, that I am 100% NOT in fault. As a result of this being a new and electric vehicle, there was more than one problem at hand. Right after they towed away my car to Caliber Collision, in Mira Mesa San Diego California, I had to obtain a rental car, thinking that the fix would be maximum two weeks. However, it took not only one but longer than TWO months to finish.

This is where I want to add, I was making payments of $873.72 each month, on my new vehicle that I could not even drive for over two months because it has been in the shop with Andrew Villanueva and Marcos Avendano. After this accident had occurred, now my vehicle has lost its value drastically, making what I am paying for my vehicle less worth it now because of this incident. After receiving my vehicle after it got fixed, everything has changed with my car, the department wasnt able to restore my vehicle as it was before. Some issues with the work was: missing bolts, the cap cover for the seatbelt, new scratches all over the door, material stained, the molding is not straight and it is not attached properly to now where there is a weird space between the two panels, and the plastic inside has been damaged.

And not only that, but the door is now unbalanced, while driving the door makes a clicking sound each time I go over any bumps, while used to you couldnt hear a thing while driving. Not only did the company waste my time, but damaged my vehicle even more than it looked before. The accident only damaged the outside of my car, and the company damaged the inside of my car and didnt fix the outside properly. The work that was done on my vehicle for more than TWO whole months with the cover of $10,977.44 should have looked exactly how it looked before.

If I knew this is what the result of my car would look like, I would have taken it to a different shop from the beginning. I am so disappointed and dissatisfied with this horrible service and the missed communication from the department. This work is sloppy for the money that was put into it and I have lost my trust in this experience with your company.

For me this car cost $55k, and to receive it in the condition you guys left it for me, was disgustingly horrible, and I will not tolerate that at all. I only enjoyed my new vehicle for ten days, and now I wont be able to fully enjoy this vehicle at all, not only because of the accident but because of the work done by this company.

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User's recommendation: Please read review before you make a decision!

Maryjo Khp
map-marker Washington, District Of Columbia

Complaint

On September 26 2022 my 2019 Nissan sentra was initially taken in for repairs in the mist of these reapirs my vehicle was stolen and it was returned to have additional repairs dome that hasn't been completed as yet do to lack of communication with the intake and technical staff..I've been to the upper Marlboro Maryland location more than 10times for this matter!!yet the repairs have not been completed after many visits to this location and I also sent an email Mr Coleman who is the district manager for this particular location..I want this matter addressed along employees directly responsible be held accountable for this matter as well.

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User's recommendation: Don't take to that caliber collision location

Martin L Luk

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Verified Buyer
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Verified Reviewer
| map-marker Bloomington, Minnesota

Did not fix the issue, deny warranty

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Caliber Collision - Did not fix the issue, deny warranty
Updated by user Nov 14, 2022

Not resolved yet, no contact, no response from Caliber Collision.

Original review Oct 14, 2022
My Mitsubishi Endeavor's AC did not blow cold air, they diagnosed and charged for a fix for about $550 with a lifetime warranty. After less than 1 month, the issue came back, requested them to fix it under the warranty, but they said they could not locate the cause, asked me to have it repair at a dealer, but without a refund. Here is the store's address.
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Loss:
$567
Cons:
  • Unable to fix issue

Preferred solution: Full refund

User's recommendation: Not use their service

Resolved
Eric J Bps

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Verified Reviewer
| map-marker Orange Park, Florida

Resolved: Car in for collision repairs since August 2,2022; no one can give a true update!

Updated by user Dec 11, 2022

Company fixed the issue and I have been provided with product or service ordered.

Updated by user Dec 11, 2022

Update: The general manager called soon after my rant, he listened to my complaint and immediately agreed with me. He contacted the shop manager "Josh" and within 30 Josh contacted me with his problem, which is still unacceptable, but assured me it would be ready by December; also rented me a vehicle, at his cost, until my car was ready. Picked up car on December 1st, all is good, no problems so far, I'm happy.

Original review Nov 10, 2022
The representative, Hannah, can't tell a date for my repairs. She suggested her manager Josh would contact me better explaination of the delays,since last Friday, Nov 4, he has failed miserably at this simple task.The vehicle has been in repairs since August 2, with a completion date of September 23, since then the completion date to unknown without explanation... Ridiculous!
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Preferred solution: Deliver product or service ordered

User's recommendation: Go elsewhere!!!

Brad B Mfs

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Verified Reviewer

Anger and frustration

I contacted several Caliber locations in the Charlotte Area about getting an estimate on my Audi for collision damage. It's minor. Someone hit me in a parking lot and left me a note. They were very apologetic and asked if they could just pay me directly and not involve insurance. When I talked with Caliber, I was told that they couldn't help me because I wasn't going through insurance. That's ridiculous. I have used Caliber before and thought they did good work, but will no longer consider them due to this situation.
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Preferred solution: Apology

User's recommendation: go somewhere else if you aren't using insurance

Teresa H Ygy

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Verified Reviewer
| map-marker Summerville, South Carolina

Poor customer service, no communication. Employees do not know how to do their job. Incompetent. Very poor customer service.

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Waited 2 months then was told I didn't have appointment. Had to reschedule.

Waited another month. Kept my car. Got a call from my insurance company telling me they needed me to sign paperwork before they could start working on my car. Now it's been 3 months later and they haven't even started the work.

They did not have me sign any paper work in the office and now all of a sudden it's my fault because "I haven'tanswered my phone. Looked back on my telephone and I only received 1 call today. I called last week to get update on car. If they were trying for 2 weeks to get a hold of me then why didn't they tell me that when I called.

Poor communication. 2nd visit I was there computer was down and Diane from front desk came from back. She told me computer was down and they were doing facials in the back. I think if you want your business to thrive you should take a good look at the employees running your place of business.

I'm a retired nurse. I worked with people on a daily basis. This is not how you handle a situation. Kept putting blame on me.

Step up to the plate and own your mistake! I will never recommend this place of business and I am deeply saddened that people get by treating the customer like this. With all your billions I hope you invest some of that money for better quality service.

Take some lessons from Disney or Chic fillet. They know how to make you feel like a human.

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Preferred solution: Let the company propose a solution

User's recommendation: Take your business elsewhere

Anonymous
map-marker Ogden, Utah

Terrible experience

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Terrible experience. Went in to get an estimate done for repairs needed after a tire hit my car on the freeway.

Insurance company suggested them as a preferred provider. Caliber refused to write up the estimate to include all damage done by the accident saying they werent there when it happened so they were unsure if it was part of the damage. Provided before and after pictures proving the damage was done by accident. Their response maam, we represent the insurance company, not you.

We have to write up the estimates to pay out as little as possible and still get it fixed according to what we see as reasonable.

They wrote up the estimate for $350.

Took it to 4 other body shops, all of whom had an estimate of over $3000.

If you want a bodyshop who works for an insurance company rather than for you, go here. If you want a body shop who will repair damage the right way, go elsewhere.

*Kaysville, Utah location

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User's recommendation: Go elsewhere!

Teresa H Ygy

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Verified Reviewer
| map-marker Summerville, South Carolina

Poor customer service.

Still haven't got my car. On Jan 9th was told it would be ready today. Called several times and left message to get call back. At 4 pm no return call. Called Caliber collison again. Manager said they hadn't got to my car because paper work wasnt signed. Really? Why is insurance saying one thing and car place telling me agother? Just want my car back.
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Preferred solution: Apology

Michele S Nrq
map-marker Scottsdale, Arizona

Disgusted consumer

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Took two months for an appointment. I was given a time frame for the repairs. I was told it would be ready by the end of the day. It wasnt. I was lied to. First they said insurance dont pay them. Then I said I will pay them. Then I was told it still isnt ready. They denied giving me the time frameZ I was left scrambling. I still dont have my car. My insurance has been trying to pay them. They arent responding to them. Really!
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Cons:
  • Not honest
  • Car not ready as promised
  • Lacking proper communication

Preferred solution: Deliver product or service ordered

User's recommendation: Beware! Good luck!

Denise H Uuf

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Verified Reviewer
| map-marker Decatur, Georgia

Rental reimbursement

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Reimbursement for my rental while my vehicle is being repaired for damaged parts that was placed on my vehicle. My Kia telluride had to be taken back in to caliber after a week because it was leaking shock fluids. I asked that they pay for rental car charges because I do not have rental car with my insurance. Caliber declined, I have been paying for a rental car out of pocket For 3 weeks $288 a week for calibers mistake. All I am asking for caliber to pick this tab up because of their negligence that I am back in this position.
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Loss:
$1154

Preferred solution: Full refund