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| - I'm extremely surprised this shop has such great reviews, as my experience was literally the opposite. Long story short, they were a nightmare to get ahold of, I left voice mails for the tech that was handling my case, Alberto, that did not get returned. I would ask for updates and never hear back; had to continuously be the one to initiate correspondence, etc.
In addition, I was informed my car was finished two separate times, only to be told something came up LAST MINUTE. The second time I was told it actually wasn't ready for pick up and "something came up", I expressed my concern to Alberto and asked if my car was being handled correctly. He responded, essentially stating my car was being handled well.
That email was nice and reassuring, until I went to pick up my car the next day. I show up, super excited to get my car after a month of being in the shop, to a HUGE crack in my windshield that WAS NOT THERE when I entrusted Gerber with my car. My accident was rough, and there was a lot of damage to the front end, but absolutely nothing was wrong with my windshield upon drop off at Gerber, and I have photos to prove it.
The tech that took me out to inspect my car initially said that they would replace the windshield because the "original" photos of my car did not show any crack, and that they obviously were at fault. I say thank you, he goes back in to finish up, and then comes back out stating that Alberto wants to talk to me about the windshield. He brings up photos that were "the original photos" they took 4 DAYS AFTER I dropped my car off, showing the huge crack in the windshield. Because of this, he said I had to go through my insurance and make a glass claim, and refused to take responsibility for the crack. ARE YOU KIDDING ME!? Here's what is wrong with that:
1) If this was in fact true, and the crack was there when I dropped off my car, that should have been included in my claim. Gerber should have included that in their estimate. My insurance provider should have been made away of the crack FROM DAY ONE. It was their job as a collision repair shop to document that there was a crack, and to go through my insurance to sort that out.
2) My car was there for a month. In all of that time, not once was the crack mentioned to me OR my insurance provider. As they were tearing apart my car and putting it back again, no one thought the crack MIGHT be an issue? What a joke. Alberto claimed Gerber was taking such good care of my car, and that's why my car was delayed TWICE; because they noticed things that were not upto par and "wanted me to be happy with their service".
In the end, I had to contact my insurance provider and battle with them over who would pay for the windshield. I did not care who paid, or how, this was going to be taken care of, but I was not about to let Gerber Collision force me to pay a huge deductible AGAIN for something that was THEIR FAULT. Luckily, Esurance took the hit and paid to get the windshield replaced for me, as they knew Gerber was in the wrong and my insurance adjuster wanted to be sure I was taken care of.
Alas, I will be telling my story all over social media, advising people to stay away from this shop. It was the worst car repair experience I've ever had.
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