ComplaintsforCaliber Collision Centers

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off my vehicle at Caliber Collision for a body repair on March 11 and was then issued an Enterprise rental at the same location. I picked up my repaired vehicle on March 22 and returned the rental on the same day. ***** performed a walk through of the rental, noted no damages and informed me that he would close out the rental and arrange for Enterprise to pick up. This was not unusual to me since the same vehicle was delivered to me at the beginning of the rental period at Caliber Collision, ie, Caliber works closely with Enterprise for car pick up/drop offs. However Caliber did not return the vehicle to Enterprise until late evening on March 25. The rental remained parked on the street for 3 days, after which I received a damage report from Enterprise about a broken driver side mirror; the rental also received a parking ticket.I explained to Enterprise that this happened after I returned the vehicle to Caliber. Otherwise I would have noticed it during my rental and asked Enterprise for a replacement. If ***** noticed it during his inspection/walkthrough, he did not bring it to my attention. I reached out to ***** but did not receive a callback. ***** also aggressively questioned me because he was not happy with the survey I completed giving Caliber Collision an unsatisfactory review due to the following:Mis-charging me for the cost of the repair. Caliber made a mistake for collecting the wrong payment and miscommunicating the charges with me when I picked up my vehicle. He later indicated that the Caliber rep who helped me was not available, causing the confusion. There was no apology or acknowledgment of their mistake.I asked ***** why my car was being driven around *********** which I noticed on my tracking device, but he did not respond. Due to character limit, see full report on this ****** Doc: ****************************

  

  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 have reviewed the business response and accept this resolution. 

  Below are details of the Caliber Collision:

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

  

  Business response

  04/11/2024

  Hollywood Blvd. Center has been notified of compliant and will be reaching out to customer with a resolution. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left my car ****** Pilot 2019 model) on Tuesday, 03/05/2024 at Caliber Collision, 5401 ***************, *******, ** ***** for body repair work caused by an accident. During the week of 03/18, I got a call from the advisor **** to inform me about the hail damage caused to my car. I got my car back from Caliber on Wednesday, 03/20 with noticeable hail damage on the hood and on the roof. I understand hail is an act of God, but Caliber is taking no accountability or responsibility to cover any part of the damage. They only offered to cover the deductible up to $500 only if they use the facility they recommend and its not going to work for me. I bought my SUV back in 2018 and kept my car hail damage free for close to 5 years. I dont remember signing any kind of agreement or paperwork for liabilities from such damages. I want Caliber to cover the cost of repairing the hail damage to my car.

  

  Business response

  04/02/2024

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Estimate for body work was done in Nov 23. Appointment scheduled for work to be started 1/8/24. Car was dropped off as scheduled and rental was issued through insurance company. Promise date was 1/23/24. Work did not occur in the promised time frame. Rental car expired on 1/31/24. Service Manager ***** was fully aware of this. ***** continued with weekly updates however weekly update continued to be the same, either no update or your car will be in paint next week. After several weeks of no progression I called my insurance company to see what options I had as I has been out of vehicle for several weeks. I as surprised to hear Caliber has received a partial payment already even though that should not have occurred until the work was completed. The insurance company as under the impression the car had been returned. They revoked the payment. I then complained to ***** about the delays. After that my car was finally taken to paint and returned the next week, 2/23/24. I noticed upon pick up there was a scratch on the brand new bumper and my windshield tint had bubbled. The service manager was not concerned about this. On 3/16/24 I discovered my trunk was now leaking (never leaked before) after a strong odor was in the car. I discovered about 4-5 inches of water in the spot for my spare tire. Mold is now growing on the interior of the trunk. My insurance company was notified and they advised it had to go back to Caliber for an estimate. I spoke with the ** ****** who scheduled for my car to be dropped of the next business day. I was promised a rental car would be delivered that day to my home. I waited the next morning but did not get a call from anyone. I called to follow up. I was told the rental car could not be delivered and I would need to go there to get. I did finally get the rental. I am being told the leak is due to weather stripping they removed and re-adhered but failed to water test. They say they will be hiring a detailer to clean the mold growth.

  

  Business response

  03/20/2024

  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

  03/20/2024

  Caliber Collision 9701 ******************* ******** ** *****

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A deer hit the bed of my 2023 Dodge Ram 3500 long bed and put a dent in it. State Farm sent me to Caliber Collision 720 W. ************** Rd **************** ********. This was on 10/26 2023.*********************** is my Adjuster/Estimator. The only help or information I can get is Parts on order. I would like to have an update. Estimated repair and delivery date of parts. Where are you getting parts. Tracking number. Any update would help. I am only told parts on order. It is now going on 6 months and nothing.

  

  Business response

  03/20/2024

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

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was repaired by Caliber Collision center in January, the repair includes replace/repair & repaint driver side **************** 2/10/2024, we drove the car to **************. The fender piece fall off in the middle of driving and know on the driver side door causing scratch ***** We pulled over the car and noted the fender trim piece fall off and the plastic bolts under it was missing. We removed the trim from the car and put it in the trunk.The week following the incident (2/13). We stopped by Caliber Collision and communicated about this issue, the shop told us they will take care of it by ordering new parts, repaint and install it on the car. Now it has been more than 2 weeks, since no one from the shop ever contacted me, I decide to make the phone call and check on the status. The service manager ****** picked up the phone and hang up immediately. After I called the second time, they connect me to another service manager ****. It ends up the parts already arrived at the shop. But due to it's a small piece and they must wait until there's another bigger project (grey car) to get this little piece painted. When I asked them what's the estimate timeline to get it fixed, they could not give me a date.

  

  Business response

  02/29/2024

  customer on the schedule to get piece installed. No one purposely hung up on the customer here. We have been experiencing phone issues intermittently throughout the past few weeks. Customer has not returned our phone call as of yesterday for her to come in and get part installed. We would gladly do this at their convenience. 

  Customer response

  03/01/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have not received any phone calls initiated by the business since I brought my issue to their attention on February 13, 2024. I called them on February 19, 2024, for an update, during which I was informed that they had received the part and were waiting to have it painted. On February 29, 2024, I called twice again for an update. The first call was abruptly ended, with the explanation given later that they were experiencing phone issues. During the second call, at 1:19 PM, I was informed that the part had not yet been painted, and both of their paint booths were out of operation for the day due to maintenance. Additionally, I was told during this same phone call that they hadn't handled any similar color jobs recently, and that my part was too small for them to paint individually. As of today, March 1, 2024, I have not received any calls for updates, nor have I been scheduled for any service.
  

  If they had done their job properly the first time, I would not be experiencing these issues to this extent. From my standpoint, they should have rectified their mistake in a timely manner, instead of me having to push so hard to get it resolved. 

  
  Regards,
  
  *************************
  
  
  
  

  
  

  Customer response

  03/15/2024

  My car was fixed on March 11, 2024. I would like to close the compliant.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in a car accident on May 5th, 2023, which resulted in my car being taken to a collision center for repair. Unfortunately, it took them three months to fix it, and after driving it for a few weeks, I noticed strange sounds coming from the back of the car. I contacted the collision center several times until I was able to take it back in for repair. Although they fixed the issue, the noise has returned, and now the collision center is refusing to fix it, claiming that the noise is unrelated to the accident. However, I am certain that the noise is a result of the collision as my car was in perfect condition before the accident. Driving the vehicle without addressing the issue is unsafe, so I am unsure of what to do next.

  

  Business response

  03/20/2024

  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

  03/20/2024

  I took it to ********* Collision and back to ******** ** 

  Customer response

  03/27/2024

  I took it to ********* Collision and back to ******** ** 

  

  Business response

  04/02/2024

  We are having trouble finding customer in the ********************************************* system. To confirm the customer had vehicle serviced at a ********* Caliber Collision Center? Can the customer specify street? 
  
  
   

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in an auto accident and I am insured by AAA auto insurance. I took my car to Caliber Collision for a quote. They provided AAA my quote and AAA electronically sent them payment, however I did not want to get repairs at that shop. Caliber Collision stated it was not a problem and wire transfered the funds back to AAA. It is now been two months AAA is requesting from Caliber Collision the **** for the account ********************************************* claims they have sent the funds and provide a copy of funds being sent on Jan 29, 2024 without a receipients name or account number. We keep reaching out requesting an account number, but neither myself or AAA has received a response to date. I am stuck waiting for AAA to get the funds from Caliber Collision so I can take my car to a different shop to get repairs. Please help me and let me know what I should do. My AAA claim #: ************ Thank you so much for your time.Respectfully, *************************** ************

  

  Business response

  03/20/2024

  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

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My my 2007 Infinity G35 was taken to Caliber Collision on 12/6/2023. The vehicle want ready for pickup (the 1st time) until 1/3/2024. When I went to pickup the vehicle on 12/28/23, we noticed the Driver side mirror was missing. I brought this to Advisor *****'s attention. At first he tried to deny the mirror was suppose to be replaced. Then he claims to have went to paperwork & confirmed shouldbe replaced. He kept the vehicle another week. Picked up veh 1/3/24 & noticed the back driver side door handle was missing. Took the vehcle back in to him 1/8/24 to see what he need to order. He said have to order the door handle parts (3 of them). 1/16/24 Called & left a message for *****. 1/17/24 Called an asked **** to talk to GM ***************************. She said he was doing interview today & would call be later today. ************* called back & said waiting on 3 parts to repair the door handle. He said he thinks this happened because the technician didnt tighten the door handle all the way. On 1/30/24 I called & talk to *****. He said he has 1 part and still waiting on the other parts to fix the door. 2/15/24 Called and left message for *****. (no return call). 3/1/24 Called and was informed by ****** that ***** no longer works there (hes at another store). I asked for GM & was told hes with anther customer. I asked her tpl plz have him (GM *****) give me a call ASAP! (no return call). 3/11/24 Called Caliber ******** and talk to ******. I asked to speak with GM ***************************. She put me on hold and came back and said he wasnt available. She called me by my name (which lets me know they have caller ID). She said she was sending him an email letting him know to Call me. I told her at that time, If I did Not hear back from him, I would be doing a Better Business Bureau Complaint. I still have Not heard back from him. They were paid over $2600 to repair my vehicle and have Not completed the work!. And Now they are avoiding my calls. This is Not Acceptable and something should be done!

  

  Business response

  03/20/2024

   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

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was rear ended in Dec 2023, and needed repair, it was not my fault. The insurance company Liberty Mutual of the other driver ********************** Allitara was covering the cost the claim. Claim # is 055 619 166. They referred me to go to Caliber Collision ***************************************** ************. I got an estimate of about $3500. they said they have no idea of when they can get the car in to get it fixed. I took my car to *******************, I showed Calibers quote and got an estimate from them, to comparison shop it was about $7500. they said they could fix the car within a week. I called Caliber and said to cancel the appointment for my repair, I am getting it fixed at ********************* Body Work in Scotia ************. All was to be taken care of I had my car fixed. Then two months later Caliber called and said we got parts, I said there is a misunderstanding I had cancelled them, and already had my car completed by ******. ******* paid the claim to ****** Auto. Then three months later Caliber is calling for collections of $766.82, saying since I didn't get my car fixed at there shop they are charging me a restock fee for parts. I told them I had cancelled the job with them to fix my car the next day when I spoke with a girl in the office, but they said they do not have record of that, they have a paper I signed the first day to get the quote and that they ordered parts and can't cancel that, and I must pay for not letting them do the job. I was told by ******* I have the choice of body shop. The accident was not my fault and the repair or non repair should not be on me. 3/12 I called Liberty and they had a three way conversation, *********************** the Liberty adjuster ************ and Caliber and me, they were both saying I need to pay or they will send me to a collection agency. I am very upset with this. It is not right. Please help me stop Caliber and Liberty from taking advantage of me with there bad business practices and from ruining my credit. I appreciate any assistance you can provide to erase these false charges. I can be reached on my cell phone anytime if further information is needed to get this situation resolved.

  

  Business response

  03/20/2024

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

  Be

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 3rd, 2024 I dropped my 2019 ****** Camry off at Caliber Collision in ************, ** for repairs stemming from sideswiping a guard rail. On that day, I was informed by Caliber's supervisor, Darah, that the vehicle would be completed by February 7th. I then received my rental car from Enterprise with my $900 insurance coverage covering me until February 1st. However, at the 11th hour, Caliber informed me that the completion date was now up in the air as they were unable to attain certain parts in time. Eventually, the shop notified me that the car would be completed by February 29th. I went to the shop that day and was surprised to discover my vehicle to be covered in paint dust, both inside and outside. I came back the very next day and found the vehicle to be clean. I then asked ***** as we were conducting a final inspection of my vehicle whether or not Caliber Collision would cover the remaining cost of the rental car. She proceeded to cut me off and said that wouldn't be a problem as she would be in contact with State Farm and Enterprise that morning to seek a resolution. However, several days later I was shocked to see a $1725.85 charge on my credit card statement for the rental car. I emailed ***** on her work email and she never responded. I then called her office phone number and she never answered. Finally, I called the front desk of Caliber and they eventually put me in contact with her.***** informed me that the only way they would cover the remaining cost of the rental car is if they damaged my Camry while in the shop. All in all, Caliber Collision should've released my ****** Camry back to me when they discovered the parts were delayed and I would've returned the vehicle when the parts were in.

  

  Business response

  03/13/2024

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

*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. ↩