Gerber Collision & Glass

Gerber responded to my review, claiming that someone has been trying to contact me about my experience. I have not received any phone calls or emails from this company. It makes me upset that they would post a response, making it seem like they attempted to rectify the situation when no efforts have been made.

I couldn’t be happier with the service I received at the 3506 Bragg Blvd location! My Chevrolet SUV had damage from front to back. It was returned to me, looking just like the day I purchased it. I would like to recognize everyone involved in the repair process: NATE, JASON & TYLER from the paint dept; GREG the tech who worked on my vehicle; TRAN who ran production; JOSH who ordered the parts; ERIC the detailer who cleaned my vehicle; DEANNA the CSR I spoke with each time I phoned and JENNIFER the estimator who completed a thorough estimate of my vehicle and kept me informed throughout the entire process! I will definitely tell everyone I know in the Fayetteville area to take their vehicle to the 3506 Bragg Blvd. Gerber!

LONGGGG story short — do your research and think twice about coming here. I didn’t and used them only because USAA recommended them so that’s where I went… but now that I’m writing this very lengthy and detailed review, I wish I had read the other ones before I came here. I’m not surprised that they’re all one star reviews… and here comes another:
I hit a deer; the car was damaged so I called USAA to file a claim. They told me to go to Gerber because it is their preferred collision repair place, so that’s what I did. Although the damage didn’t seem to be THAT bad, Gerber quoted me about $ 4k for repairs so thank goodness for insurance (USAA, I love you). I dropped my car off on October 15^th where they said they will have to do a thorough check on my vehicle and will update me on how long it will be to get the repairs done. I didn’t give them any time constraints because I want a well done finished product. I received a call with the details and was told my car would be ready for pickup on October 28^th — almost two weeks for repairs, «sounds great go ahead and do what you have to do.» During that time, I was called once for an update which I appreciated and was told October 28^th is still the scheduled pickup date.
On October 27^th (the day before pickup) I called because I hadn’t heard from them to tell me what time to pick up my car the next day. I spoke to Ernie on the phone, and he said my car just needs to be cleaned and it will be ready tomorrow. However, he couldn’t give me a time just yet but he WILL call me the next day whenever it’s ready — great, thank you so much!
So October 28^th arrived, and I’ve literally been on standby all day waiting for this call. Not only me, but I obviously needed another person to give me a ride because I can’t drive two cars at the same time for obvious reasons, so both of us are on standby all day. I didn’t get a call and it was already 2:45pm (and they close at 5:30pm) so I called THEM to get an update. I spoke with Deana (?spelling) and she said that the estimator (Ernie) I needed to speak to had stepped out to another location, so she took my number down and said she will have him call me when he gets back — great! It is now almost 4pm and no call, but I live 45min away and they close at 5:30pm. So in my head, I’m thinking, «the worst that can happen is that my car has some last minute detailing but I don’t mind waiting if that’s the case,» so my friend and I were on our way to get my repaired vehicle. After all, both of us have already taken off work to be ready to head on over to pick up my vehicle at any moment’s notice.
I arrived at Gerber at roughly 4:40pm. I was greeted by Deana at the desk and asked how she can help me. I told her I called earlier but never got a call back so I came before they closed to pick up my car since it is scheduled to be ready today. WELL, Deana says, «o yea! I have a note for you. Your car won’t be ready until Thursday because the new headlight and the new front bumper didn’t fit.» …Wait what? So why I wasn’t I called about this? She tells me it’s because she «forgot» to call me … «FORGOT» to call me? At this point I immediately become very frustrated since I’ve already wasted a whole day waiting for my car. not to mention my friend who is doing this as a favor. But she «FORGOT?» How does someone simply «forget» to do their job? — Especially if I was scheduled for a pickup today? She apologized but I was still confused because… a headlight? A front bumper? I was told it just needed to be cleaned. Then comes Ernie and says that he didn’t know until that MORNING that they needed to order new parts for my car. THAT MORNING? I have been waiting around all day, I CALLED, I SHOWED UP, and I got no word of this in the whole 8+hrs that Gerber is open for business that my car still needed new parts? Why tell me that all it needs is for it to be cleaned? Why are parts still being ordered almost two weeks later?
Like I mentioned before, it’s not like I put any time constraints on them. If my car was going to take more than two weeks, tell me that. Do not tell me a date where I have to call to find out the status the day BEFORE and the day OF but then have them «FORGET» to tell me that my car isn’t ready. Are you serious? I have never seen a more disorganized and unprofessional business establishment in my life. I’ve wasted a WHOLE DAY, a 45min drive TO Gerber, a 45min drive FROM Gerber and my friend’s time to be told my car wasn’t ready… once I was ALREADY THERE. It’s unbelievable!
Apparently my review was too long for Unilocal.so if you want to know how it ends:

Don’t not let them touch your vehicle!!! My vehicle was towed to Gerber after a drunk driver crashed into my parked brand new vehicle. The vehicle was estimated to have a huge amount of damage but when I got a second opinion the other repair shop couldn’t see why Gerber estimated the vehicle at such a high amount. What they did notice was that someone had added interior damage to the vehicle when the crash had only effected the EXTERIOR!!! The claim estimator even noted and documented all sorts of deep scratches and tears in the interior of my car. I am furious!!! if you want your car to get fixed take it to another repair shop because if you take it to Gerber your car will have more issues then when it started!!!

Do not… do not… do not use this company. You have been warned. They had my vehicle for almost six weeks. They called me after they had it for three weeks and told me my car was ready. It was in terrible shape. The car was not even washed before they repainted. Each time they called me to tell me to pick up my car something else would be wrong with the car. Things that WERE not wrong prior to them toching it. They destroyed my floor mats, headliner and back dash. They made excuses after excuses. They are seriously lacking quality control. I had my car back for about 2 months and yes you guessed it. The paint began chipping. Please do your research, Do not trust the fact that they are USAA approved because that will not help you at all.