Gerber Collision & Glass

It all depends on who you get to work with honestly. I had my car repaired here in March of this year, and immediately after getting it back I was having issues with my keys not working. When I originally called I was told that it was not related to the repair; but they would look into it and call me back. I never received a call back, and even when I called following this, still never got a response. Nine months went by, and I finally got a response from them but this was following me driving the hour and a half and showing up to find out what was going on. Today I come for my appointment, and the lady that comes out tells me that they’re still going to look at it, but again the issue was NOT related to the repair, there just wasn’t any way. She claimed that the issue was existent prior to me dropping off the car, but seeing as the car was four months old, that was not the case. To which I responded with “well it happened only after I came to pick up my car, it was fine before dropping it off”, to which she became abrasive and insisted that it wasn’t on them but she’ll take a look after trying to say that she wasn’t informed of any of this (which I had never spoken to this woman, so why on earth would a lack of communication within the company be on the customer?). This woman took my keys and went outside for all of two minutes THEN walked back through the lobby without acknowledging my existence and very loudly (for everyone in the lobby to hear) slamming me into the ground and saying nasty things about me to someone on the phone until she was in the back room. (Again after waiting for NINE MONTHS for even a response). Some time goes by, and the manager Josh comes out to talk to me. Josh then took multiple hours out of his day to figure out the issue and repair it without a single complaint. And before you ask…yes the door/key issue was 100% related to the original repair. If I had not seen Josh today and he had not figured out the issue, I would’ve not been able to write a negative enough review…from poor customer service to very blatant and, in my opinion, disgusting treatment from someone who should’ve wanted to help a customer. I get it, some people are rotten and probably make the customer service industry MISERABLE (I do understand-I worked retail, as a vet tech, and now I work with children as a nurse), but that was completely uncalled for and very disrespectful. I’m glad Josh could get it turned around though!

I ended up hitting a deer in my 24 WRX Gerber collision made everything super easy for me. Wonderful customer experience also through my new grill on my car for free even though the old one was not broken. They also took the time to detail my car, which means the world to me. Every time they called had a warming experience in good news to tell me about my vehicle. Told me my vehicle was gonna take Them longer than it did they had my car done within 2 weeks Super satisfy would recommend anybody to this place made my experience wonderful we will definitely do business again My favorite part was going and the two ladies at the front office, giving me a warm welcome to their company and answering any questions that I had And if they could not answer, my question, went out and got a technician to answer for me wonderful experience technicians did wonderful work

Extremely professional customer service and work. They continuously kept me updated and handled all the rental arrangements for me. Highly recommend for hassle free repairs.

So let's start from the beginning and I want to make this clear that they never got the chance to work on my vehicle. Simply due to the inability to I don't know maybe read. The first call from them was to bring in my vehicle. There was no mention of getting it appraised or anything which I should have known. So that's on me. After the 30ish minute appraisal I tried to make an appointment to drop the car off. At which point I couldn't because they were behind and they would call me to make the appointment. Two weeks goes by I get a car and schedule the appointment for another 30ish days down the road or this coming Friday. Have everything lined up ready to go and receive a call and text that my appointment was cancelled because they are not certified to work on the car. Which is fine but they very well could have saved me 2 months of time and just said that on the first visit or to the insurance company that contacted them with all of the vehicle information. But hey if you don't care if or when you vehicle gets fixed this can be the place for you. I'm sure their work is okay. If they ever get to it.

Called to make an appointment for a 10min max estimate to replace my fender trim. Sat on hold for over 10min, when a lady answered and I expressed my need for an appointment, I was told numerous times throughout the conversation, that an appointment was not needed and they stopped doing estimates at 11am and to just head in before 11am. I was there at 10am. I walked in, immediately could tell the front desk lady was not friendly. "Is there something we can do for you?" Didn't even look up from what she was doing. Nobody in the lobby. I replied that I was there for an estimate. "Did you make an appointment" Still no look, I guess I wasn't a priority. I replied, "no the person I talked to on the phone said no need to make an appointment, and that you did estimates until 11am, as you close at 12pm." She replied "I dont know who told you that, but you need an appointment". So my rebuttal was, "do you know who told me that? Because they need to be aware of this, because I TRIED to make one." She said. "Nope, we were bought out by Gerber Collision, so take it up with them". So at this point I could see, she didn't care. So why would anyone else there care. Snooty, rude, and the WRONG person to greet and "welcome" potential customers who were pointed your direction by the one of the biggest insurance companies in the country that you even have advertised on your door. So, I drove 30min from FT Drum, cleaned the car so you could give an accurate estimate, for nothing. I waited all week, my only free time is Saturday. They advertised 10th MTN on their site, to attract military customers. They just gave the worst experience to a Service Member. USAA has now been informed to this experience and I will be taking their coverage to your competitors, who value customer service and especially the US Military. Will never recommend this business to anyone.