Caliber Collision Centers
Reviews and Complaints

To whom this may concern at Caliber Collision - Headquarters,

This review is in reference to the Caliber Collision branch located at 5360 Ricky Rd | Las Vegas, NV 89130.

I am extremely familiar with the work involved in a Collision Center as I managed the Customer Service and Purchasing departments at the largest collision center in CA during the 90's.

On this Caliber branch, the adjustor Dan (DJ) Neal and Ben Roseberry (Gral Mgr), have had polite conversations with my elderly parents -who left their minivan there for repairs, July 11, 2023-, unfortunately, their updates and customer service left a huge amount to be desired. My parents kept on receiving emails sporadically stating that the vehicle would be ready on a given date ([protected]); when I called this date to schedule a pick up time, the adjustor stated that they have not yet received the sliding door from Toyota and thus, would be another 3 - 4 weeks before the vehicle is completed!

When I asked why were not my parents notified, as their rental car is expiring this week, DJ Neal mentioned the reasoning that with the Pandemic, supplies are taking a very long time to be delivered and this has been happening for the last 4 years. Then, if this is happening since 2019, the Pandemic would not be the only culprit and it now sounded like an excuse to get out of the conversation.

I requested again to have my parents updated regularly with the realistic completion date, to which -again- the adjustor agreed.

This is not the type of customer service excellence that I expect from a Publicly Traded company of the size and financial strength of Caliber Collision. It is very unfortunate that two elderly individuals who have worked their lives in the U.S. and are now 82 years old, cannot get a respectful treatment from such an important public company.

**** I would like Caliber Collision to assume its responsibility from this lack of information and current updates to my parents, and thus, at the very least, get a rental vehicle for them until the vehicle is completed as they ran out of rental coverage ****

It is a very sad situation that I hope will help all readers to seriously consider taking the vehicle to be repaired to this Caliber Collision facility, or any other, if such laxed customer service and disregard for the customers' planned lives is also prevalent.

Sincerely,

Gabriel C.

Car was taken on 10/27 to Caliber Collision in Portland, TX. Justin was the person of contact and immediately without him even saying something I had a gut feeling. He was rude and would not let me talk. All he wanted was to start a new claim for every scratch (deductible). He was all about the money. It's still bothering me today. I believe because we are Mexicans is the vibe I got. Horrible 1st impression. I hope my car gets the repairs needed.

I brought my truck in for repairs to the front grille after I had struck a deer on July 27,2023. My truck has been in the shop for three months because my truck was taken apart. But Toyota is not manufacturing the parts need for my truck. Caliber Collison located in New Braunfels, Texas HWY 46 now has literally glued my truck back together because they don't know when the parts will be available. I don't think this repair practice is legal or safe for my family and I to operate. HELP

i was drop my car ( 2010 acura tsx ) 8/7 /2023 monday.

and pick up 8/11 /2023 friday. when i come back home i found windshield molding is missing so i was call and then go back to shop ( 1840 grant ave phiila,pa 19115 ) guy (mike ) told me we order part and fix next tuesday ( 8/15/2023) .so i was wait but ...after wednesday they say part not come...

it seems to me that you are deliberately shirking your responsibilities. i just want my car fixed to the way it is.

CALIBER COLLISION

Dear caliber collision, this is from the INTERPOL. We have made this complaint before about your staff Dustin Ulloa.He works at one of your branch in San Ramon hooper dr, as a painter apprentice that's his picture boldly below D. He was involved in a fraud case which is suppose to be closed by now but he has refused to pay the rest of the balance we made this complaints before but the manager said he was going to talk to him and vet Dustin has refused to co operate... this message to make you understand that we have been patient enough we trying to avoid anything that will affect the company reputation. All we seek is your co operation…………..

I asked for an estimate to make repair to my Chrysler 300

Scan Comes back and it needs new knock sensors. Estimate below is absolutely ridiculous. I have been working engines and diesel motors for years. I know where and how long it takes to do most of the work you guys can perform. And pricing For a company to upmarket the product by 100% or more and then tag 600$ worth of labor service charges to a 30min repair is beyond taking advantage of your customers. I purchase the sensors for 232$ for both of the And will install myself at this point. I am not happy.

Prior to this - RO#172008 I just completed 1989$ work order on the 300. Look into it. - I now begin to question how much of that was a “rip off”when I see This current estimate. I will never bring the car there again for sure. I believe it is your duty as corporate to check and balance these numbers. And be sure they are not inflated.

Have a good day

Having a big problem my vehicle was hit on May 25, 2022, caliber collision on 5665 Belair rd . Gave me a very hard time .first of all they keep my vehicle for 2 months i without a vehicle, however when I got my vehicle back it was more damage done from the shop, they damage the right door inside and out .they never lined the wheels correctly, bad job of painting, they part they claimed they had to order took 8 months . And my vehicle still not fixed correctly. I bought this vehicle back here over and over. JUNE 1ST I HAD A APPOINTMENT AT 9:00am had to set here all this time and it's now 1:00 pm and my vehicle is still not done , the service here are so unprofessional. The receptionist talk me like [censored] yielding at me had a very bad attitude. I am very hurt behind how they treated me.

My number is [protected] Please give me a call asap

Caliber Collision simply is a terrible place to bring your car. I trusted them with my brand new Lexus (one month old). My car was hit while parked. They kept my vehicle for several months. I have returned five times and every time they try something different. They have asked me to bring my car to three different of their locations, San Ramon, concord and Vallejo. This was to try a better tech, they claimed. The first two times my car was returned improperly repaired and just full of dust and filthy inside. This was after their quality tech had inspected it. The repairs were just substandard and obviously terrible. It is obvious they simply do not care about quality repairs or they do not have the technicians with the skills to complete quality repairs. Caliber Collision have showed me that they do not know what they are doing. My advice would be to not bring your car to this place. They just simply lack the ability to appropriately repair a vehicle. They do the very minimum. I have no words to describe what a nightmare this place is. My car has still not fix. I am too busy at work to deal with them. Caliber collision is just a terrible waste of time.

On March 10, 2023, my 2001 Toyota 4Runner collided with a 4DR Sedan Acura. On March 15, as directed and arranged by my insurance co, GEICO. I DROVE my 4Runner to Caliber Collision for a routine, post accident, inspection. Between the Accident date 3/10/2023 and 3/15/2-23, the date I drove it to Caliber Collision's shop in Athens, GA, my vehicle was a fine driving machine on streets and on highways at their respective posted speed limits...

I told the Caliber Collision personnel who inspected, photographed and took in my 4Runner that the only thing that my vehicle may need would probably be a front-end alignment and perhaps, but not necessarily, a used front bumper...

A few days later, I received Caliber's personnel SMS informing me that the amount of the repair cost allowed by GEICO to their shop's decision to repair my vehicle has surpassed the allowable GEICO's threshold amount for the shop to decide on repairing without approval prior approval from GEICO. Thus, they have sent their estimate to GEICO and are awaiting to hear from GEICO prior to start doing any repair.

Not long thereafter, I received a call from the GEICO's Adjuster assigned to my claim, informing me that he decided to TOTAL my vehicle based on the estimated cost of $15,000.00 it would require repair it. That's was unbelievable and unacceptable! To add pressure, to injustice, he terminated my rental prematurely.

Soon thereafter, I received call from Caliber Collision suggesting that I sell my vehicle to GEICO and to have it transported to Copart. I received numerous messages from Copart, informing me they have a tow truck waiting to transport my car to Copart for GEICO, urging me to call Caliber Collision and to giving name of the person at Caliber to give oral authorization to release my vehicle to the awaiting driver ready to tow my vehicle to Copart for GEICO.

My Geico's adjuster began to pressurize me to act quickly by sending to me an email with required documents, in attachment, that he needed to process the total status of my 4Runner...

I replied to say that I want Collision Caliber to get my vehicle ready in the same driving condition I drove to its shop on March 15 such that I could pick it up. In reply, the shop's personnel said that they won't be able to re-assemble my vehicle to the condition I drove it to them on March 15, 2023.

It appears to me there exists a work in tandem between Copart, Caliber Collision and perhaps with certain other elements to write overblown estimates as using tools for adjusters to total slightly and otherwise damaged vehicles such that the owners of such damaged vehicles could be pressured to sell their respective vehicle to their Insurance underwriter to go to Copart, a conglomerate, with multi campuses in many states, that buys wrecked vehicles, sells them as parts and also repairs them for sale either online or at auction.

In that scenario, the vehicle owners are, for the most part, the victims. They are, in a way, forced and pressured to turn over their slightly and repairable vehicle for very little money in comparison to the exaggerated estimate cost to repair that Caliber Collision wrote and to go into debt by buying another vehicle to keep their family's and their personal's life agenda in motion.

The winners are, of course, the other parties. The insurance company gets to collect a higher premium on a new vehicle which, in many cases, costs more than the one that your adjuster had just been "declared" totaled. The junk yard, like Copart wins as well. Whether it sells your vehicle part by part or whether it will use parts from it to assemble other slightly damaged vehicles such as mine and it sells them online or at auction. They will win and thrive financially, as we, the losing vehicle owners, are, respectively, paying for a replacement car, and the cycle continues...

I used calliber because they are an approved shop for insurance co. The shop said that it would be 3 weeks turned into 50++ days there was bolt loose under hood fenders and hood out of adjustment and all the warning lights and safety lights came on the next morning while driving just poor workmanship and attention to detail their response was let us have it for a few more days and surley we will fix it right , The car rental went out after 30 days and I paid for the rental past that now they want to give me a rental again while they brainstorm everything, unbelievable this is suppose to be a top knotch chain more like willies shade tree featuring bubba by the way its a 2021 honda civic less than 20000 miles bought new. $13000 repair WOW. keep your eye on the prize.

I brought my Equinox to the CDA location 2/15/23 for front fender damage and a cracked windshield. Kent was my assigned estimator. In the beginning, they made the process seem easy and positive. They gave me an estimate of 2/22/23, for completion. On 2/22/23, they called me that my car would be ready next day. They were delayed due to needing to Quality Control and clean my car. I was more than understanding of this, as I felt that was fair. When I picked up my car on 2/23/23, Kent went into details on my repairs with me. I felt very positive about the experience and was ready to leave a great review.

After handing me my keys, I walked myself out to my car. I jumped in and started driving. About a block away, I noticed an estimated 2in gash in the left-upper corner of my dash (picture 1). I turned right around and returned to Caliber. I went in and spoke to Kent about it. He took photos and reassured me he would have it repaired by the windshield installers or they would handle it. He specifically stated he would call me in a few days with the game plan.

I drove home and showed it to my partner. While sharing the conversion with Kent, we noticed how dirty my car was. I recalled being specially told they were cleaning my car. There was fine debris throughout the front of my car. The dash looked to have been covered in it at one point and whoever cleaned it, made a single wipe over the passenger side dash, maybe 10% of the surface. I cleaned my car and accepted that they are not detail orientated but was doing the repairs. That’s what mattered. My main frustration was that this damage occurred, and NO ONE “noticed”. I know Kent had to have entered my car at some point. I can understand the person who did the damage, did not want to confuse. It is human nature. The fact that it was given to me with something noticeable like that, expecting me to accept this, was what upset me. Quality Control was missed. In retrospect, this was the beginning of the worst part.

Given the fact that Kent had to speak with another company about repairs, I was okay with it taking a few days. I waited a week ,3/1/23, before calling them asking for an update. I was told they are working on it and will call me back. I waited another week. On 3/7/23, I called them back. I spoke with Gavin, the manager, this time. He apologized for the situation and that he had spaced. He had already spoken with a repair service for the dash and was waiting for the person to return from vacation. He said he would call me back to schedule the appointment. On 3/16/23, Gavin called me. On that call, we agreed on dropping my car off 3/20/23, after I got off work. Gavin shared that they would remove the windshield and make the repair. They would then call me to confirm I was okay with the repair. After my okay, they would replace the windshield and get everything finished. His estimate was completing by mid day 3/22/23. I made car arrangements to be able to return and okay the repair, asap, to avoid delays. I was not called at all. 3/23/23, I had to call them. I spoke to Kent, who said “Yes, your car has been done.” I accepted that miscommunication happens and just wanted my car back.

That afternoon I returned to Caliber. When I went inside, Kent handed me my key and briefly apologized. No mention of any issues or reason for delay. At that time, I was more than okay with that and was ready to take my car. I had to retrieve my car from the back of the parking lot. When I walked up, it still had tape on the windshield, as if it was still being worked on. When I got in, there was glass EVERYWHERE (additional photos). Large, quarter sized pieces on the seat. Every surface was covered in windshield glass dust. It was heavily in my air ducts. When the car turned on, glass flew at me, as the fan was already turned to high. I was livid, but I knew these people didn’t care. They shown me twice. Going in to report this was pointless. I did not want them to have my car another minute. I rather clean it myself, since I saw their ability before. I understand glass breaks, but I was never told this and was expected to take my car with it covered in glass. I cut my finger on a large piece that was sticking up, next to my shifter.

Hello,

I have been waiting for my repairs to be completed on my truck since March 9th. I was told on March 8th that my truck was ready and it just need trim, wash and clean and something with the lock but it was complete and would be ready on Wednesday.

Service and Customer Service. I have been told that the vehicle was ready then told the next day something different. I have been waiting since the 9th. I called days before the 9th to get updates and was told that on the 9th the vehicle would be ready by noon. Called at noon and was told 430. I called at 330 and was told they were waiting for the wheel person to come and it would be ready the next day. I was then told on Thursday, 3/10. that everything was completed but the wheel and wash. on 3/10 I was then told Friday still waiting on the wheel guy and it would be ready on Monday. Today is Monday now they are telling me another situation with the trim. The stories changed daily as to what is going on with the vehich. Then I request to speak with the manager for him to be quite condescending, raise his voice and laugh at me when I explained to him that I am paying for the rental out of my pocket and I would like to be compensated in some way. I then ask to speak to someone above his head. He gives me the name and number so fast I had to ask him to repeat it twice for me to get the information. The sad then about it was the service has been subpar from day one. The customer service there is very unprofessional. if they were at least sympathetic and apologetic I would have appreciated that but they were rude, inconsiderate and unprofessional to say the least

To whom this concerns,

I was referred to the Caliber Collison shop location at 2700 N Interstate Ih 35 Carrollton, TX 75007 by USAA insurance on January 12, 2023, to complete the initial adjustment inspection for my vehicle damages. Usaa and I was given a quote for the cometic damages and on January 17th 2023 I was to drop the car off at the shop. The shop was notified by me and usaa to complete additional estimate for the mechanical issues going on with the car which the shop was notified in the notes from usaa and via phone call on January 19th. The in-shop mechanic was able to pull the codes from the car and then notified myself after I have called them multiple times. I was informed by the technician that the codes were related to the transmission and that the mechanic did not believe there were connected to the car accident. I explained to the technician that I wasn't having any issues with my transmission before the accident nor were there any transmission codes pulling up on the vehicle when I had the codes checked weeks before dropping the car off to the Collison center. The technician then responded that he would submit the codes to usaa that afternoon January 23rd. On January 26th, I called ussa that morning requesting to see if caliber had submitted the codes, they did and ussa responded back to caliber requesting that a diagnostic test be done to the vehicle and to get a verbal authorization from the owner. At 5pm on the 26th, I received a call from the technician at the Caliber explained that the diagnostic could cost would be an out-of-pocket cost between $175 to $200 dollars and that my vehicle had not had any work started so there were no bumpers on the vehicle. I told him that I wanted to proceed with have the diagnostic done and to not start any work on the vehicle until I was informed of the findings and can make an informed decision. I attempted to call caliber the morning of January 30th no answer. I then call usaa the morning of January 31st that said that they had not received an update from caliber about the vehicle's status. Thursday February 2nd, I received a call from usaa stating that the Dianostic was complete and that the issues with the transmission was unrelated to the car accident, he also stated that my vehicle was almost complete and would be ready for pick up on February 3rd, 2023. I was very upset because not only did Caliber start the work on the vehicle, but they also never contacted me about the findings from the diagnostic, so I wasn't able to make a decision whether or not I wanted to proceed with the auto body work. Also, caliber never sent the vehicle to dealership to have a diagnostic done which I gave the verbal authorization for on the night of January 26th. They had the same in-house mechanic who originally pulled the codes complete the diagnostic. This was non-complaint and miscommunicated to me because I was told the vehicle was going to be sent out to the dealership for the diagnostic. Also, at no point did a team member from caliber contacted me once the "in house diagnostic" was complete to inform me about the findings. They just completed the work without notifying me and then letting usaa know after a representative from usaa had to call the shop to get an update on the car.