Business Profile

Auto Body Repair and Painting

Gerber Collision & Glass Headquarters

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Complaints

This profile includes complaints for Gerber Collision & Glass Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

198 total complaints in the last 3 years.
76 complaints closed in the last 12 months.

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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:07/08/2025
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.
My car was damaged in a hit and run accident, my insurance company sent me to Gerber in ***********. They worked on my car on and off for almost a year. They never got it fixed. There were missing pieces even though I pointed them out they never replaced them. The car shook and pulled hard to the right and had bad wear on the right front tire, the ears that took most of the damage. They gave me the car back the last time and the manager told me it was my fault for driving it. This car was my primary vehicle and being a disabled veteran I needed it to go for medical and everything else. The car was so unsafe to drive I had to trade it in. Now I have a big payment and I dont have the car I loved.
Business Response
Date: 07/15/2025
We understand the upper manager ******* *. has reached out to the complainant leaving a message 7/14/2025 as well as sent an email in hopes of discussing their concerns. Thank you
Initial Complaint
Date:06/26/2025
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 took my vehicle to repair a dent and scratches on my vehicle. My insurance adjuster recommended Gerber Collusion and Glass. She stated they came highly recommended. Dropped my vehicle off and found out after one week they did nothing to my car. Gerber then said they need to bring the car to their ******* location because they did not have the equipment to fix the panel. We are looking at three weeks to fix the dent on my vehicle. This company does not return phone calls, just give us the run around, when we call the other location they claim they dont have the records only the honolulu office has the records. I paid out of pocket rental less $30/day insurance. They keep lying and making excuses after excuses.
Business Response
Date: 07/10/2025
We understand the upper manager ****** *. has reached out to the complainant via phone leaving a message as well as sending an email in hopes of discussing their concerns; however, no resolution has been made at this time as we are awaiting the complainants reply.

Customer Answer
Date: 07/15/2025

Complaint: 23523232

I am rejecting this response because:
No resolution was made.

Sincerely,

********* ******
Business Response
Date: 07/23/2025
We understand the upper manager ****** *. has reached out to the complainant today 7/23/25. Complainant advised they were not happy regarding the out of pocket expenses for the rental and ****** informed complainant this was due to selecting Enterprises extra insurance coverage which is not covered by Gerber Collision & Glass. Thank you

Customer Answer
Date: 08/04/2025

Complaint: 23523232

I am rejecting this response because: The matter regarding Gerber is not resolved. Per text from my insurance company, Gerber agreed to pay for my portion of my rental charges. Per conversation with ******* Pactel, Marketing Manger they are not going to cover my rental.

Sincerely,

********* ******
Initial Complaint
Date:06/17/2025
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.
In August 2025, I provided a vehicle to a repair shop for damages caused by a **** ***** vehicle. **** ***** approved the repair and submitted the matter to their insurance provider, which approved the full repair quote from the shop, including any supplemental charges.The repairs were completed, yet the shop refused to release the vehicle due to an unpaid $1,800 balance the insurance failed to remit. The car remained at the shop for months. During that time, I stayed in regular contact with the shop. At no point was I informed of any outstanding balance or their intent to withhold the vehicle. The only update I received was that the vehicle had been moved to another location due to poor shop security and concern it might be ********* April 2025, I secured the funds and attempted to pay the remaining balance. At that point, the shop informed me they had filed a lien on the vehicle and were approved to transfer the title. I was never notified of any lien proceedings or given notice of ownership transfer. This violates multiple Florida statutes on lien procedures and consumer notification.This issue has escalated into a criminal grand theft investigation. The shop told me the vehicle was now theirs and used inappropriate language during the *********** attorney has received all relevant records, including recorded calls, emails, texts, and phone logsall confirming I was never contacted about the lien or title transfer. The ******************* also confirmed no mail was sent to my address regarding this issue.The shop may also have committed insurance fraud by working on parts unrelated to the original damage. I reported this to the Florida DBPR and State Attorneys Office, along with documentation.This has caused serious hardship and legal expense. I seek full accountability and restitution through legal and regulatory channels.
Business Response
Date: 07/01/2025
Gerber Collision & Glass is aware of the complainants concerns and market manager ***** *. has been in contact with him as well as the insurance company to confirm the $1800.00 was deposited into the account that the customer provided. Market manager ***** *. also advised the complainant that we mailed a certified letter prior to starting the lien process. We have given the complainant numerous attempts since January to pick up his vehicle. Law enforcement was notified and we were told we were in the right to hold the vehicle and start the legal process. The complainant tried to have the vehicle towed after hours to not pay his balance so the vehicle was moved and certified letters and legal status was started. Vehicle title was updated legally and is now property of Gerber and will be sent to auction for remaining balance.
Customer Answer
Date: 07/03/2025

Complaint: 23481805

Thank you for the opportunity to respond to the fraud committed by Gerber ******** in their actions and response to the opinion of their justification to miltiple violations of numerous Florida Statutes as well a Insurance Fraud.
My response is simple and I'll address their false narritive point by point as myself and my Attorney have the facts to support it and if you don't get resolution through this portal then it goes to ************************** for a six figure settlement and suspension of their business license.
1. The facts that they state that the insurance company sent me $1,800 they do not have any proof of that. The only proof they have is I included them in on some emails so they can see there is a discrepancy with the money and why the process has been delayed. . I was working with their payment company and they discovered that they sent it to the wrong account. Their challenge was they cannot get the money back from whomever owns that account they were not authorized to submit for another $1,800 as it would reflect on their error as we learned when I sued them.
In January 2025 they were supenoned to Polk County Superior Court to defend their position and I received $5,000 in total as I won the case. $1,800 was for their mistake $3,200 went to myself and 20% that went to my attorney. On March 5th 2025 Gerber was alerted to the results and that is when I contacted them to go pick up the vehicle.
2. No one attempted to tow the vehicle my assumption is the vehicle was in a safe location where no one can get to it. But it appears that it was just sitting in an open parking lot. If I wanted to take the vehicle I would have used my spare key. I assume they have video surrvellance and if their is any proof of myself or anyone else attempting to take the vehicle they would present it.
3. I have the records to prove it they knew of the situation throughout this 7-month period they had the car. I had either spoke to them or sent them emails every other week to ensure the car is there and provide them an update as to where this lawsuit is. At no time did they ever state the ownership of the vehicle was in jepordy. We have a communication transactions in our file.
4. It is clear they recously violated 5 Florida Statutes throughout this process. Primarily addressing the holding and later failed communication of ownership. The root of the issue is this was a civil matter between them and insurance but they're arrogance as thinking they can keep the vehicle has it seems clouded the fact that they broke the law.
5. Reference the mechanical lien on the the vehicle. They have not contacted me electronically, verbally nor via **** or other sources and they cannot show any proof that they have. In my bi-weekly conversations and updates with them they had the opportunity to alert me of the issue and legally they are required to alert me of the issue. If I knew it was an issue I would not have called them once I got the award and try to set up a time to pick up the vehicle so their fraudulent position on how they attained title is malice.
6. Reviewing ****, ****** and other review sitesas well as the Florida dpbr data base we have legal proof they have done this before with 3 setlled cases in the past 6 years on file referencing where they have illegally attained a vehicle and not followed the statutes. They lost all three cases through either arbitraiion of Court Order and had to make restitution. The only issue I am going through the BBB firstly is under a recommendation from my legal counsel. In addition to contacting BBB the ******************************* has been provided documentation regarding this issue as well as the insurance fraud when they fixed numerous other areas of the vehicle that were not impacted. Also the Florida dbpr ************** and *************** have been presented with and have recieved legal documentation & testimony under oath regarding this issue.
To conclude. Everything that they shared in their response they factually cannot support. Myself and my Team on the other hand has a documentation folder ready to be presented in the discovery phase of any legal proceeding. We are going these other routes to ensure that others are aware of what they have done and to ensure that the State of Florida takes action against their business and on a civil matter if resolution is not made through these processes we will move forward rwe are comfortabaly targeting a 6-figure award. Truth is they have a history of doing this in that businessas documented and as well with discussions with the *************************** as they believe they have the right to ignore numerous Florida Statutes and falsefully attain a vehicle lein and title. We discussed with Lake County Sheriffs Detective of their vehicle theft and fraud unit to be documented for the record but fact that this is a civil issue not a criminal issue so legally they were unable to get involved.
Respectfully,
JohnPopolizio Esq.

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Business Response
Date: 07/08/2025
Gerber Collision & Glass is aware of the complainants concerns and market manager ***** *. has been in contact with him as well as the insurance company to confirm the $1800.00 was deposited into the account that the customer provided. Market manager ***** *. also advised the complainant that we mailed a certified letter prior to starting the lien process. Vehicle title was updated legally and is now property of Gerber and will be sent to auction for remaining balance.
Initial Complaint
Date:06/11/2025
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.
Date of Loss: April 21, 2025, 8:55 AM Date Vehicle Picked Up: June 9, 2025 Amount Paid: $1,000 (insurance deductible)Insurance Provider Policy #: ********** Claim #: 8766574890000002-01 Gerber Collision & Glass **************************** Address: ******************************************** Phone: ************* Complaint Description:I am filing this complaint due to serious issues with both the quality of repairs and the lack of accountability from Gerber Collision & Glass after recent service on my 2024 ****** Sienna.This vehicle was involved in a significant accident on April 21, 2025. Repairs were coordinated through my insurance company, and I paid a $1,000 deductible. I picked up the car from Gerber on June 9, 2025. Within just two days of normal driving, a large panel underneath the vehicle fell off while I was on the road.I returned to the shop immediately. However, the staff denied responsibility and claimed I must have hit a pothole which is both inaccurate and implausible. I did not hit any potholes or debris. This kind of failure so soon after repairs clearly points to improper or incomplete work, not driver fault.Additionally, I discovered that a power bank stored in the driver-side compartment was missing upon return of the vehicle. When I asked about it, I was told, We dont know, and that the technician was on vacation which did not resolve the issue in any way.The shop told me to contact my insurance company to resolve the matter. I did so, but have not yet received a *********** this point, I am left with a damaged vehicle, missing property, and no accountability from the repair shop. I am extremely dissatisfied with the service, lack of professionalism, and failure to stand behind the repairs.Receipt attached.Please take this complaint seriously I believe this business should be held accountable for both poor repair quality and lack of customer service.
Business Response
Date: 06/25/2025
Gerber Collision & Glass is aware of the complainants' concerns and general manager ********* *. spoke with her on 6/24/25 and reviewed the camera footage to see if anything was removed from the vehicle and if it was driven on the lot and all concerns have been addressed.
Customer Answer
Date: 06/25/2025

Better Business Bureau:

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

Sincerely,

***** ***
Initial Complaint
Date:06/09/2025
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 had the Gerber fix my car. I was told they will remove and paint my car and it will cost around $7200. Well later ***** tells me after I went back to point things out that they just spot painted and blend the rest so the flaws are not their fault. Second when I went back because a molding was loose he started arguing with me says it wasnt like that when you left. Every time I point something wrong with the quality off work he has some excuse And I went back to get to see when they are going to send someone to put on some things around the doors and still no phone calls from *****. No customer service. I will like my car to get finished right .
Business Response
Date: 06/11/2025
We understand the General Manager **** *. has reached out to the complainant 6/10/25 in the afternoon to discuss their concerns. The complainant will be going back to the location next week to have concerns looked at.

Customer Answer
Date: 06/18/2025

Complaint: 23441816

I am rejecting this response because:
Gerber contacted me and I will visit them this week to try to resolve the issue
Sincerely,

**** ******
Business Response
Date: 06/26/2025
We understand the General Manager **** *. has reached out to the complainant o 6/24/25 to discuss concerns and the complainant will bring their vehicle back to have the bumper and handle guards addressed. No date has been set at this time. Thank you
Customer Answer
Date: 06/26/2025

Complaint: 23441816

I am rejecting this response because:

Sincerely,

**** ******
Initial Complaint
Date:06/05/2025
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.
Drove to **** location 4 times for them to continue fixing problems on the car that should have been fixed before telling me the car was complete. Exhaust falling off car Bezels not in correctly Lights not working Entire car shaking Loose wiring harness Just threw in fuse box Tried gluing a gasket because the clip was broke Blind spot detector fell off car Had to leave work early multiple days affecting wages causing loss of pay and getting in trouble at work Extending baby sitter causing loss of pay Spending money on gas to drive out there going on 5 times now. Forced me to take the car back said they wont provide a rental When trying to make contact phone calls get ignored.
Business Response
Date: 06/09/2025
We understand the complainant's vehicle is currently at the location and is set up in a rental car to have their concerns addressed.

Customer Answer
Date: 06/10/2025

Complaint: 23430346

I am rejecting this response because: the professionalism within this shop is not there. You take a vehicle in to get repaired and its continued missed items and or neglected. Cut corners to do repairs. Spent time and money and loss of wages just to say car is now getting fixed and is a rental. The rental gave to me doesnt even fit me and a car seat. Which I specifically said needed to do.

Sincerely,

***** *****
Initial Complaint
Date:06/04/2025
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 served my vehicle at this business due to a fender ****** that I was involved in and now about a year later not only my paint is cracking but the bolts are losing up and my bumper is separating from the body but also my paint is cracking due to what I believe poor paint job.I brought it to the business and all there telling me is that I was involved in another accident and Im trying to blame them for the ********* hoping I can get some kind of help please!!
Business Response
Date: 06/09/2025
We understand the upper manager **** *. has reached out to the complainant via email to discuss their concerns on 6/5/2025 in the early afternoon as well as 6/9/2025 late afternoon. Thank you
Initial Complaint
Date:05/20/2025
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 was referred to Gerber Collision on ********************************************************************** back in July of 2024 from ********** to fix a headliner from a car that purchased. We was advised from Gerber that the part was on back order. It is now May 2025 we were contacted by ******* that the part has finally came and scheduled to bring the vehicle today May 2025. We are now being told that Gerber wasn't following up with ********** the company to pay Gerber for the repairs and now the claim has been closed. ********** has informed that the last time Gerber even spoken to them was on July 23 2024 and there was no update since then. I am extremely upset and this shouldn't fall on the CUSTOMER. There should've been another route to have been taken to have this resolved. When I spoke to ******* she stated that she didn't know that she should've had to follow up in regards to this matter. Gerber is not taking accountability that the ball was dropped, and because of lack of communication WE THE CUSTOMERS are stuck in the middle. This needs to be resolved. ********** has confirmed that Gerber did NOT follow back up with them which now has caused the claim to close.
Business Response
Date: 05/23/2025
We understand the upper management **** *. has reached out to the complainant and advised that the location was unaware of the time frame for the completion of the repairs; there was a delay on the repairs due to parts being on backorder and SilverRock closed the claim. Thank you
Initial Complaint
Date:05/09/2025
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.
Gerber Collision &Glass **************. Vehicle repairs were supposed to be completed in 12 days per contract, repairs are still not done. More damage has been done to vehicle by employees. Refusing to do work and return vehicle. Employee has been driving vehicle since an extra 1500 miles have been added to the milage since drop off. Rude, unprofessional staff refuse to speak to me or answer phone. Keep texting that vehicle will be ready for pick up, then on that day move it to 2 days later, this has been happening for weeks. Constantly states it's our problem not there problem because they are understaffed.
Business Response
Date: 05/19/2025
We understand the upper manager ***** *. has reached out to the complainant on 5/14/2025. ***** is working with the complainant to get their concern resolved by putting them in a new boxside and will be completed by the end of this week. Thank you

Customer Answer
Date: 05/20/2025

Complaint: 23307622

I am rejecting this response because: I still do not have e my truck back and their automated message alerts sent me a text stating it won't be done until the 30th of May. ***** did send a text saying that it was an error, however, it is still not put together.

Sincerely,

**** ***********
Business Response
Date: 05/21/2025
We understand ***** *. the upper manager has reached back out to the complainant and advised the boxside is being installed and will advise once the complainant's vehicle is heading into paint. Thank you
Initial Complaint
Date:05/05/2025
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 took my car for a paint job and the clear coat started to come off, when I asked the shop to fix it they claimed I had damaged the paint, I told them I did not and the clearcoat was coming off by itself. I spoke to the manager that was very rude and refused to fix their bad paint job. Their work comes with a guarantee and no where does it say they try to make up excuses not to fix it
Business Response
Date: 05/07/2025
We understand the upper manager **** *. has reached out to the complainant 5/6/2025 and Gerber Collision & Glass is addressing the issue with the peeling paint on the door and it is current in the paint department being addressed with hopes of being completed today 5/7/2025

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Gerber Collision & Glass Headquarters is NOT a BBB Accredited Business.