Complaints

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

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• 

  Gerber Collision & Glass Headquarters

  400 W Grand Ave Elmhurst, IL 60126

• 

  Gerber Collision & Glass

  319 22nd St S Birmingham, AL 35233-2208

• 

  Gerber Collision & Glass

  4870 Commerce Dr Trussville, AL 35173-2809

• 

  Gerber Collision & Glass

  5439 S Decatur Blvd Las Vegas, NV 89118-2296

• 

  Gerber Collision & Glass

  4765 Sunset Blvd Lexington, SC 29072-9151

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:04/30/2025

  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.

  Fraudulent business practices under the guise of company policy, Gerber personnel telling customers that they can performed work on vehicles that are against Gerber rules like Damaging a set of automotive rims in their shop and sending them out for painting and repair then losing the tires and valve stems that were on the rims inthe first place at the ********************************************* 1.7 mi, i want at least by tires back or reimbursement ************** location

  Business Response

  Date: 05/05/2025

  We understand the upper manager **** *. has reached out to the complainant and the tires have been ordered and will be delivered to the complainant this week along with their center caps for the wheels. Thank you

  
  

• Initial Complaint

  Date:04/21/2025

  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.

  1/27/26 I had a dealer to fix my electrical problem on my 2020 jeep! Gerber says the lifetime warranty is void because the vehicle was in another accident & is void! The vehicle wasn't in another accident so they now say it's the builders fault since they don't make vehicles to last!

  Business Response

  Date: 04/23/2025

  Hello.

  
  

  Please let me know if you need any additional information.

  
  

  Thank you.

  
  

  --
  

  ***** **** |Market Manager - *************

  Gerber Collision & Glass
  **********************************************************************************************************************************************************************************************************************************************************************

  C: ************

  ************************************************
  

  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23231109
  
  I am rejecting this response because: 

  1) Thier "National Liftime Repair Guarantee" covers the vehicle as long as I own it. ***** claims that replacing the wiring harness connections all became

  loose because the vehicle wasn't driven enough so Gerber isn't responsible for that! The dealer charged me $645.55 and said that the wiring harness

  wasn't install correctly.

  2) ***** claims the vehicle was in another accident but offers no proof just her word. I never made another claim and I did't have some shop just fix it without reporting it!

  3) I'm tired of hearing excuses ***** ***** (Gerber) that I would never go there or recommend them to anybody I know because she says I don't have any Guarantee anymore!
  Sincerely,
  
  ****** ******* ************

  Business Response

  Date: 05/01/2025

    We appreciate the opportunity to respond and Markt Manager **** *. has engaged with the complainant several times to address his concerns regarding the 2021 repair.  At Gerber Collision & Glass, we remain committed to upholding the workmanship warranty we provide for services performed. After careful review, it was determined that the issue raised does not stem from the original repairs completed by our team. As it falls outside the scope of our warranty coverage, we are unfortunately unable to offer further resolution in this matter.
  
  

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23231109
  
  I am rejecting this response because: how can you tell me that when you replace the wiring harness on a vehicle and there are electrical issues that its not related  to the workmanship? The shop had my son call to help them get the harness and said they had to find somebody to install it which is why they took 2 extra months to fix. They couldn't find anybody so a bump and paint or a assembly person installed it. Well you wonder why there were gound issues? The dealer said whoever installed it didn't know what they were doing! So I guess when a certified electrical technician said that I'm sure your bump and paint man will disagree and your marketing staff will agree with them! If I ever need my vehicle worked on again I will argue with the insurance company that I do not want to take it to Gerber! Also your service Sucks! 
  
  Sincerely,
  
  ****** *******

• 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.

  My truck had roof damage from the hurricane. In ************** and they took it to gerber, collision and glass in **********, *******, for repair I dropped it off december sixteenth of two thousand and twenty four, and was told it would be ready for pickup in february I received a text message in February. Saying that the car would not be ready until ******** I went to the business to retrieve a set of keys that I had left in the vehicle When I arrived February 4th My vehicle was in the garage with the roof torn off the windshield out and two inches of water throughout the entire vehicle front back right dashboard dashboard compartments and door panels There was water from front to back. There was also mold on every seat. The front seats, the back seats, even on the side of the doors The compartment, where I left my keys, had two inches of water in it, and the keys were rusted so it had been there for quite some time When I asked for an explanation from gerber collision, the manager told me that the windshield had a crack in it, and that is how all the water got in That was a blatant line. Because I drove the vehicle from october until december sixteenth to several different states and never had any issue at all with any water inside the vehicle and my windshield was not cracked When I drop the car off, add gerber collision in glass in **********, *******, I walked around the entire vehicle with an employee from gerber, who went through every speck of damage on the vehicle inside and out The manager from Gerber *******, *** lied to me. They blatantly lied to the physical damage specialist from **** insurance ******************** is covering the vehicle loss. $3000, which I am going to have to pay for.

  Business Response

  Date: 05/06/2025

  We understand the upper manager ******* *. has reached out to the vehicle owner and are unable to reach an agreement as this vehicle is a total loss and the issue is between the customer and insurance company; we also understand the complainant is a family member of the vehicle owner.

  
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23230197
  
  I am rejecting this response because:

  ******* C has never got back in touch with us. So we called his boss and he has not responded in 2 weeks. The insurance company has nothing to do with the total loss of our vehicle that was created by this companies negligence to secure our personal property witch caused the total loss!
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/15/2025

  We understand the Regional Vice President ******* *. has reached out to the complainant; we understand Gerber is not reliable in any way of their concerns and Gerber is unable to assist the complainant any further. Thank you

  
  

• Initial Complaint

  Date:04/19/2025

  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 insurance had me drop my car off to the semoran location to assess damages and get an estimate. First foto is of actual rear end collision damage.. mind you we are not at fault. Second foto is damage caused by the shop. They were well aware we were not going to proceed with repair after initially assessing the rear and advising us that they couldnt repair due to poor prior repair before we got the car. We ere unaware of any damage due to clean carfax and advised we would contact a lawyer. Second foto was for whatever reason they felt the need to scrape up the side of the rear quarter panel. Third foto was how they fixed their mistake. I contacted corporate and district manager to which they all refuse to help and advised to get with my insurance. My insurance advised its not their fault to fix and I need to get with Gerber. Needless to say I am now driving a vehicle with more damage than was caused by the woman looking at her phone until we can get a lawyer to fight it. And this entire time we were respectful and just wanted to get a solution.

  Business Response

  Date: 04/29/2025

  We understand the upper manager ***** *. has reached out to the complainant 4/29/25 in the afternoon. The complaint was unaware of the severity of the damages and will be reaching out to the dealership where the vehicle was purchased. Also the complainant is taking their vehicle to the Orlando/Orange ******* to see if concerns can be rectified. Thank you

  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23225737
  
  I am rejecting this response because: the vehicle has not been repaired. I spoke to ***** and he asked to bring the vehicle to see if he can do something but he can not fix it without fixing it. He agreed his staff should have never touched the car and stated due to integrity he cannot just bondo what his staff messed up and repaint due to the quarter panel needing to be replaced for safety reasons. At this point due to his staffs mistake, if he has to replace the quarter panel to satisfy his companies integrity and repair the damages caused by his staff then that is what needs to happen but I need my vehicles unauthorized damages repaired . I will bring the vehicle to the location requested and update this case accordingly.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/05/2025

  We understand the upper manager ***** *. has reached out to the complainant on 5/2/2025. The complainant was advised several times that **** and Geico denied repairs due to the severity of the unrelated damage. There isn't anything that Gerber Collision & Glass can do for the complainant due to the safety of the previous repairs and Gerber Collision & Glass is not responsible for. Thank you

  
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23225737
  
  I am rejecting this response because:
  Gerber caused damages to the vehicle that were not associated with the accident. ***** and **** denied the claim because as they stated, Gerber collision caused the extended damage and would need to repair the damage. ****** agreed his staff should have never touched the vehicle.  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/18/2025

  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 experience with Gerber Collision was extremely disappointing and felt like a complete scam. It took two months just to get my car in for repairs, and once they finally had it, I was told it would be ready in 10 days. I dropped my car off on the 30th of last month, and at drop-off, I was assured all parts were on hand for a quick fix. That promise was not kept.This week, I told them I had to have my car back by Fridayno excuses. When I arrived, I was shocked to find my $500 deductible had suddenly ballooned by another $1,000. Even worse, the suspension work I needed was never completed because they outsourced it, yet my bill went up from the original estimate, with fewer services actually performed. They refused to return my car unless I paid the extra $1,000. And now are refusing to give me my vehicle back unless its paid even though the work has not been completed or even started. The lack of transparency, constant delays, and surprise charges made this feel like a bait-and-switch operation. Other customers have reported similar issues: missed deadlines, poor communication, shoddy workmanship, and unexplained extra charges. I would not recommend Gerber Collision to anyone who values honesty or reliable service. Please note at the bottom of this page. There are attachments regarding my issue. The one labeled estimate was indeed the initial estimate. The pictures thatfollow are the pictures of the invoice. They attempted to have me pay and then denied me my vehicle until it was paid please note on youll see that certain items Like the $768 fog light all of a sudden theres two of them and the grill assembly magically grew in value by another thousand from the initial estimate

  Business Response

  Date: 04/21/2025

  Gerber Collision & Glass Market Manager **** *. has since contacted the complainant and explained the estimate differences between the original estimate and the final estimate, as well as the insurance process. They also discussed the additional $919 that the customer was charged was not for supplemental work or the suspension work, but for the original estimate that geico wrote and then paid to the customer. The customer has given the Market Manager **** *. permission to move forward with having the sublet suspension work completed. 

• Initial Complaint

  Date:04/18/2025

  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 involved in a automobile accident on February ****** took my car to Gerber for repair and have nothing but problems I have taken it in several time for the same problem I hear wind when driving there are two dents in the rear door theyre are saying came from rocks they were not there prior to the accident I did not hear wind prior to takings my car in I want this issue corrected I was told Im going to hear this on windy days that should not happen

  Business Response

  Date: 04/22/2025

  We understand ***** *. from the ************ location reached out to the complainant 4/21/2025 in the early afternoon to discuss the complainant's concerns. ***** informed complainant she would set up a rental and have another Gerber Collision & Glass location address their concerns. Thank you

  
  

  Customer Answer

  Date: 04/29/2025

   
  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:04/15/2025

  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 dropped my car off at Gerber on 4/5 for a repair quote. On Tuesday 4/8, I had to call to check in and found out it was totaled. On Friday 4/11 at 8 am, my car was towed. Gerber charged me $175 a day in storage fees for a total of $1225. I do not understand why I was charged for the weekend, the time it took for them to quote it, or the full day of pick up. This feels incredibly scammy.

  Business Response

  Date: 04/16/2025

  We understand the upper manager *** *. has reached out to the complainant and is directly working on concerns.

  
  

• Initial Complaint

  Date:04/08/2025

  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 Dec. 13th 2024 my car was involved in a collision. That same day the veh was towed to Gerber Collision in ************, **. They were supposed to fix the exterior damage to my veh. I received an auto update that my veh would be ready by Jan. 6th. Approx a week before that date, I received a text stating that my veh would not be ready by that time, and I was ok with that, I was informed it would be ready by Jan. 17th. Approx that week I received a text stating my veh would not be ready by then, but it would be ready by Jan. 24th. I called the rep ***** and asked what the issue was and let him know the insurance company was no longer paying for my rental so I am borrowing and paying ppl to use their veh. He informed me the problem was the technician who was trying to get more money from the insurance company, and they denied it so he started taking his time on my veh to the point where he wouldn't show up at work. Now, we're coming up on Jan. 24th and I receive another text stating my veh won't be ready until Jan. 31st. Now we're here the day of Jan. 31st, and I pick up my veh. It sat for the weekend and that following week as I'm driving I get pulled over for not having any tail lights and I had no clue. I informed the officer that I just got my veh out of the shop so he didn't give me a ticket, but instead told me to ride with my flashers on so I did. I got pulled over a 2nd time that night, and was also able to explain the situation to the next officer. I called the shop that morning and explained to them what happened so they had me to bring the veh back in. They determined it was a blown fuse, but I don't understand why they didn't see that when they took my car apart. Now, we're near 2 mos later and I have been having this strange odor in my car. Come to find out, whenever it rains, it rains in my trunk because it hasn't been properly put back together. I want my veh put back together in it's proper working order, but not from the same collision center.

  Business Response

  Date: 04/15/2025

  We understand the upper manager ******* *. reached out to the complainant on 4/11/2025 in the morning and the complainant dropped off their vehicle 4/14 @ 4:30 PM to have concerns addressed and was also provided a rental.

  
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23172099
  
  I am rejecting this response because answering to my complaint only is not satisfactory.  I want results that my vehicle is in the proper working condition before. Right now it's still in the possession of the shop and I haven't been given a time of when it would be ready.
  Sincerely,
  
  ***** Hesy

  Business Response

  Date: 04/24/2025

  We understand the General Manager ******** *. has reached out to the complainant and explained the entire process and the complainant picked up their vehicle 4/22/2025. Thank you

  
  

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  It's a little too early to tell if the work was done satisfactorily.  I won't know until my car gets caught in another storm. I will say that I was able to pick my car up. Considering how many times I had to keep taking my car back for negligence on behalf of Gerber Collision I will not say it's satisfactory work.
  
  Sincerely,
  
  ***** Hesy

• Initial Complaint

  Date:04/04/2025

  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.

  They have lied to me multiple times, they over grossly overcharging my insurance company, incompetent, and have delayed repairs for over 4 months.

  Business Response

  Date: 04/11/2025

  We understand ***** *. the Estimator at the location has reached out to the complainant and discussed their vehicle will be completed and back to him in hopes by Monday 4/14/2025

  
  

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23137456
  
  I am rejecting this response because: it should not have taken a complaint to the BBB to get anything done to my vehicle. This also doesnt negate the fact that I was intentionally lied to by the manager at Gerber Collision in Owasso. It shouldnt take 5 months to finish a vehicle that I was originally told would take about 6 weeks not to mention I still dont have it back. Future potential customers deserve to be warned about this type of unacceptable behavior as I have definitely heard that I am by far the first this has happened to. 
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/01/2025

  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 car was repaired there after an accident. They put an aftermarket bumper on it, and it keeps popping out. I have taken my car back on approximately four different occasions, but the issue is still not resolved. They told me once that if the bumper keeps popping out, take pictures and send them in so they could contact the insurance company. I have called several times after then, and they said they were going to call back, they didn't. It seems as if i am getting the run around. The ** number is:5401814155

  Business Response

  Date: 04/02/2025

  We understand the General Manager ******** *. reached out to the complainant today 4/2/2025 and the complainant is now scheduled to have concerns addressed.