Caliber Collision

Should have written a 5 star review when I first received my Nissan Murano after Caliber fixed it. I was hit by Hummer and took it there because I had taken my car there once before and they always do an excellent job and the customer service was impeccable as well.
Unfortunately, they have changed. Brent is no longer there and had told me that he would fix an additional two issues because they weren’t caught and fixed at the time of inspection/​work commencement. It was complicated story between the insurance company, dealership and Caliber but I had basically signed off on it for the insurance company to reimburse me and to get my car back with notations/​observations from Brent that there is a backup light cover that was cracked (hard to see but it is there) and an issue with the window rolling up and then down partially on its own. He told me to try to reset the window chip by doing something and that he would order the part in the meantime.
I never heard from him again.
When I had a chance, I finally made it into the doors of Caliber and there was nobody there that I recognized. The new manager told me I was basically out of luck and I would have to reopen a claim with the insurance company (who were a PITA to deal with) of which I was not going to do because I had signed off on it «knowing» that Brent and Caliber would take care of the issue because it was their oversight and I can’t reopen it with the insurance company because I have signed off on it. And Caliber has always been good at working things out.
Needless to say, the new manger was not into diving into my story and making up for whatever — regardless of whatever Brent did/​said was right or wrong according to they way they want to do business. One would think that if the company replaced him (and that’s only «if» — he might have moved on to better things) — that they would want to keep their customers happy and do what it takes to retain their customers despite whatever a manager may or may not have done in the past that may or may not have been against company policy. And that’s assuming he was let go. I am just trying to wrap my head around the poor response of basically «sorry! see ya!» that I felt I had been left with after giving them business on two separate cars over the years.

Great experience! I was hesitant to take the car into an insurance recommended body shop but I was very wrong. The store manager even waited for me on a Friday night to pick up my car after the working hours. Their service is quick and courteous. Jose was also very helpful and professional.
One of the best experience with an Auto collusion shop!!!

BRENT IS THE MAN!
Had multiple cars here in the past — this time around a newly purchased car where a bumper piece was coming loose. He and his guys got it snapped right back into place and in less than 5 minutes I was on my way — no charge. Thanks as usual for the great service!

They’re friendly as anything but I have been told three times now that my car will be ready by a certain point and it is not. No exaggeration. I’m hoping their work turns out better than their efficiency.

I dropped off my BMW here on March 11^th, 2015 for the bumper to be replaced and repainted. Was told it would take 3 days to complete. Ended up being 5 days. When I got the car returned to me not only was the bumper repaired not replaced but also the paint work was half ass. Then I get in my car to leave and all of my codes are going off in the car too. Saying an engine malfunction, brakes, etc. He tells me they are going to take care of it and then calls me and says it’s going to be $ 95 for a full diagnosis on the car. Why should I have to pay? It didn’t come in like that? I’m taking the car to my mechanic which actually knows what he’s doing and getting the car checked out now. I will follow up when I get the info back.

I took my Nissan couple weeks ago to Caliber not knowing what to do Brent my service advisor helped me in every way to get my vehicle back on the road. I was satisfied with the great customer service they provided me with. Now my car looks like new thanks to this awesome team. I highly recommend Caliber Collision!!!

Sorry to post an extremely negative review, but this company really earned it! Took my car to them and got an estimate after a clear discussion of what needed to be fixed. Made an appointment to start repairs and went in. I was made to wait for over 25 with no one else there! The person was on a personal call, laughing and planning a meeting for that eveinig. The receptionist kept looking at me and apologizing for the delay. He finally hangs up and comes out and immediately starts off discussing what will not be fixed and is not part of the quote, completely changing everything! And not in the most polite way! The old ‘Bait and switch’! Buyer BEWARE! Didn’t think that was possible in a well regulated industry. Needless to say I did not give them my car and drove to another collision repair place (where I had no issues!). They need to learn about customer service and some basic communication skills! Told my insurance what had happened and then a couple of days later, my insurance agent calls me back and tells me that they claimed I had asked for repairs not related to the accident. My insurance agent was very apologetic, saying he had never experienced such unprofesional behaviour by one of their recommended repair facilities. He was going to make a note and remove them from the list. Sorry for all the info, but thought it was important enough for you to know.

Short background: I was in an accident, insurance suggested caliber, and it was the best automotive experience [under the worst of circumstances though] I’ve had aside buying my muscle car.
First and foremost the customer service. I had the pleasure of working with Eric, who was on top of everything. I was updated daily, by text and voicemail. He went above and beyond most customer service reps. that I’ve worked with and that is saying a lot.
Upon pick up I got a solid run through of all the work that was done, explanation and great demeanor as he actually devoted time to me.
The vehicle came out of repairs looking and driving brand new. I was merged into by an ‘attentive’ soccer mom, which caused quite a bit of damage on my passenger side down to the rear end, EVERYTHING looked better than when i had originally bought it.
A beat up 2006 truck now looks like a 2013 model.
The time table from drop off to pick up was 7 business days, and considering the fact that my front end was rebuilt along with completely new body panels, painted, matching and functioning properly, i’d say it was very reasonable.
Front desk staff was very friendly as well, i’d like to give a thumbs up for those ladies; it is nice to genuinely be taken care of by the employees instead of rushed, lagging or feint smiles.
All in all, Eric, I promised you an excellent review for your service, here it is; Caliber, great job! I hope i never need to go back, but at the same time, i do if another soccer mom happens to be driving around me with a van full of kids.

I am so very happy that I took my car to CALIBER COLLISION, and that would be the one in Lake Forest! I am so pleased they did a wonderful job very nice people and got the job done right, if I ever need a job then I will go back to them Thank You Again MR REYNOLDS. (winner winner chicken dinner!!!)

My story with this establishment fills two full single spaced pages in a Word document. I will boil it down to a few points and leave out the embarrassing (for the shop) details.
I dropped off my girlfriend’s car on 3÷5÷14 after the car was rear ended. The bumper and rear floor pan needed to be replaced and painted. We got it back on 4÷8÷14, over 3 weeks after the target date of 3÷12÷14.
Long story short, we have had to go back and forth 7 separate times for various issues. Shoddy paint work, overspray on the underbody, parts that were supposed to be replaced but weren’t, mystery brand tire being installed on one of the wheels (why was a tire swapped for a rear bumper replacement???), more paint problems, a significant crack on the bumper support that they somehow missed, and then even more paint problems!
They’ve only earned one star because the staff is nice, and also because I can’t give 0 stars. They provided a rental after the 3^rd time we had to head down there (only at our request, it wasn’t offered to us), and they promised to reimburse us for the gas spent going down there (again, only at our request). They half-​heartedly tried to rectify the situation, but in my eyes, there just isn’t anything they can do to justify me recommending them to anyone. Let’s just ignore the number of times I’ve had to leave work early or take a long lunch just to be disappointed after inspecting the vehicle.
There is something to be said about the incompetence of the staff and their incapability of getting things done correctly the first time around. Having to return on 7 different occasions is ridiculous by any measure. The issues were not minor or something that could easily be overlooked. We were assured on multiple occasions that the car was ready, only to go down there and find out that it was not. This happened so many times that I can’t possible give this place a positive review even with their efforts toward customer service.
Think about it this way: You are assigned a task at your day job, and you fail to produce a positive result. You’re given a couple more chances by your manager to get it right. You still can’t. How many times do you think you can get away with screwing up before you get fired? Once, maybe twice? Apparently, the management at Caliber thinks SEVEN is an acceptable number.
We wrote several emails to the manager, and he took our complaints seriously. However, I did not feel like he followed up enough with us with updates given the situation. After a month of having the car in their possession and an upset customer, you would think that they’d do their best to keep you in the loop. We had to call them ourselves on most occasions to get updates on when the car would be ready.
We got the car back after 33 days and 7 trips to the shop. I can’t possibly recommend their services and would tell anyone seeking Caliber’s services to go somewhere else.
They have grandiose signs touting their customer service and satisfaction all over their office walls, and I can only imagine that those signs are as truthful as the 5^th time they tell you that your car is ready (just kidding, it’s not).

Ok, I do want to start by saying the people that work here are nice. Now to the real issues–
We brought my car in after being in an accident. They assessed the damage and said the car would be ready in about a week. Lucky us, they called about 5 days later and said it was done. We picked up the car and everything seemed ok… until we started driving it. After being driven, the new bumper popped off, cracking the just replaced headlight. We then noticed that the new bumper had bubbles in the paint. They also «forgot» to replace a window frame that was damaged. Ok, so we were not happy. We brought the car back and they said they would fix it and pay for another rental. We are now a week later and I still don’t have my car back. They have called several times saying «it should be done today»…but no such luck. We are getting really frustrated with their lack of customer service and their poor workmanship. They have made my day to day life (with full time jobs and kids) even more complicated. I am over it!!!

I recently brought my car into Caliber Collision in Lake Forest. First of all, Brenda, the office manager, called me ahead of time to arrange a convenient time for me to drop off my car, and when I arrived she offered me popcorn. Enterprise Rent a Car was supposed to come pick me up, but when they didn’t show up, Brent, the manager, drove me over. My car was done when they said it would be done and since my car is a few years old, I was worried about the paint matching, but I checked it out carefully and it matched perfect.
The staff at Caliber Collision did a great job and I would recommend them to anyone.
Caroline

Great experience with Lake Forest Caliber Collision!
My car was rear ended, and as crappy as that is — Jesse, Brenda, and Brent (Caliber Collision Team) all made my week by providing excellent customer service and making me feel like a friend :)
Brenda was the first point of contact and she was very delightful. She promptly assisted me, made sure I was comfortable while I was there (offered cookies and water) and was just a pleasure to speak with. One could tell she maintains smooth dynamics of the office. She is definitely a keeper!
Jesse A. was my main Service Advisor. He was very professional, personable, and trustworthy from day one — and to be honest I find it hard to want to trust anyone in car related repairs. He made me feel confident about the repair and ALWAYS called to give status of the vehicle. The turn time was very speedy considering I wanted a few extra things done (tires, alignment), and I couldn’t pick up my car Friday night — due to work– and BRENT saved the day by coming in on a Saturday to release my car to me!
I did not work with Brent as much — but I was happy with his service/​help. Once again another personable employee and obviously dedicated to come in on a typical off day! Thank you Sir.
Caliber Collision Lake Forest — You guys are awesome! I would not hesitate the least bit to come on back. You are doing the all right things to keep people happy :)
Oh and my car looks brand new !! Does not look like a «repair car.»
Devin B.

I will never take my car anywhere else again! Brent Triplett exceeded my expectations. Nothing better than working with a professional who keeps his word. THANK YOU BRENT! — Omar

Was recently rear ended by a car, while stopped. Called my insurance, and was recommended to Caliber Collisions. My car was towed there and I received a call and given an approximate completion date of two weeks, depending on how soon they could get the replacement parts. Well, they finished a week early, I was consistently updated with courtesy calls by Jesse and felt my car was in good hands. I get my car, 2011 Challenger and it looks better than brand new. Not only was it repaired to my standards, it was detailed to the point where I wanted to ask for the products used!
The car looks great, and I get lifetime warranty on the repairs. I hope to never have to come back; however if I do, I know where I’m going.

I had a bumper and window repaired/​replaced at Caliber Collision. They did a fine job and the relationship they have with Enterprise Auto was really convenient for me. It is refreshing to find a «service» oriented business that I will happily refer clients to. (because I am not planning on being in another accident!)

From the moment I walked in the door I was treated with complete professionalism ! The office manager Brenda was delightful! She really made what could have been a difficult situation virtually stress free. She made arrangements with the local Enterprise car rental to pick me up as she knew I was crunched for time. When Enterprise did not arrive in a timely fashion She had Jesse drive me in her car! Talk about going the extra mile!
Jesse was fantastic ! He explained everything in great detail and kept me updated on the status of my repair. Not only was my car repair done 100% perfect but it was done two days ahead of schedule. Working for a luxury retailer myself, I have very high standards and I have to say the team at Caliber EXCEEDED my expectations ! Thank you for your commitment to excellent service! I will definitely use them for any future auto body repairs! Thanks Caliber!

Took my car to them and got an estimate after a clear discussion of what needed to fixed. I make an appointment to start repairs and go in. Iam made to wait for over 25 minutes before a person comes out and then discusses what will not be fixed and is not part of the quote, completely changing everything! And not in the most polite way! The old ‘Bait and switch’! Buyer BEWARE! Needless to say I did not give them my car and drove to another collision repair place. They need to learn about customer service and some basic communication skills! Will NEVER go there!

Jesse and Brenda were professional and took care of me and my auto. Jesse kept me updated on daily basis on the repairs. I would highly recommend. I could have gone to irvine but this location has very great customer service.

I’m writing this because I feel it is how a business reacts to difficult circumstances that makes it successful when it comes to customer service.
Caliber Lake Forest was burdened with my vehicle after a radiator that had been installed by a different Caliber body shop failed (through no fault of anyone mind you) leaving me stranded 65 miles from home on a late Friday afternoon. Needless to say I was a bit upset with the situation.
Matt, who had just begun his managerial responsibilities that very day towed my car in and although he couldn’t fix it right then and there, he made sure all the arrangements were made to keep my car, repair it and get me in a rental.
Although the problem did turn out to be more severe than anticipated and the repairs took longer than expected, Matt was professional and courteous fully aware of my growing impatience.
He assured me that erring on the side of caution would benefit me in the long run and eventually my car was returned after undergoing a thorough diagnostic check that Matt included free of charge and made sure he handled the return of my rental car at no inconvenience or additional cost to me.
I would recommend them to anyone and Matt really handled a difficult circumstance in a timely and professional manner.