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Caliber Collision complaints

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8312 Canyon Road E
Puyallup, WA 98372 | Get Directions

(253) 531-4324

http://caliber.com

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Total Amount in Dispute:
$11,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Caliber Collision closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Caliber Collision

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3/30/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $11,000.00 Amount Settled: $0.00

Customer Complaint

2/23/2022

My vehicle has been in the process of repair for 5 months now. Caliber has lied to me numerous times and are now gaslighting me as I continue to find resolution to the damages on my vehicle. I expressed my concerns with my front differential with my estimator Ren the very moment I brought my vehicle to get an estimate on damages. They explained that they needed approval from my claims adjuster through the insurance I filed a claim through. The claims adjuster gave full authority to do all inspections and repairs necessary to get my vehicle back into the original state before the accident. It took 6 weeks for Caliber to finally agree to do an inspection on the front differential/transmission. They allowed me to select my mechanic to do the inspection. They deliberately lied and instead had the suspension fully inspected in an attempt to pin the damages to me. They found nothing and ignored my calls. I finally reached Ren and he explained that the inspections were finally done and the findings were the transmission was damaged. 3 months after the accident I received my vehicle back with assurance that it had been repaired. I had concerns about the repairs and reached out to Caliber, only to have my concerns unheard. I brought my vehicle to be inspected through my mechanic for piece of mind. I was then quoted $11,000 to replace the destroyed transmission system. I then reached out to the vendor who did repairs and Caliber never once expressed my concerns. They deliberately lied. Resolution Sought Complete the proper inspections and repairs.

Company Response

3/17/2022

Thank you for contacting Caliber Collision Centers ("Caliber"). Caliber understands from the Complaint description that our customer belives he had a less than satisfactory customer service experience. Mr. Patke received a repair estimate on October 24, 2021, for his 2017 Subaru Crosstrek, VIN#JF2GPABC2HH234145 (the "Vehicle") at the Caliber Collision located at 823 River Road, Puyallup, WA 98371. He completed and signed his vehicle information intake materials on that same day. As part of the original repair, Mr. Patke's Vehicle was taken to Automotive Specialists, 11111 Golden Givens Rd. E., Tacoma WA 98445, where a used transmission was installed. Caliber commonly sublets work to mechanical shops that provide vehicle maintenance services. Caliber typically does not repair vehicle engines or drivetrains. The Vehicle was first delivered to Mr. Patke on January 12, 2022. Mr. Patke returned to Caliber with repair concerns, specifically with noise from his transmission. Caliber took the Vehicle to Subaru Puyallup, 720 River Road, Puyallup, WA 98371 (the "OEM") for an original manufacturer diagnostic test on the Vehicle. The OEM determined that the Vehicle needed another replacement transmission and a replacement front differential. Exhibit A (provided to BCA for review) shows the invoice from the OEM. Mr. Patke received his Vehicle back on March 8, 2022. Caliber understands that Mr. Patke's insurance carrier, Farmers Insurance, paid the OEM for the work that was completed as well as the rental charges while his Vehicle was being repaired. As an offer of goodwill and in no way an admission of liability, Caliber is prepared to pay Mr. Patke, by Caliber Company check, the sum of $250. Let us know if Mr. Patke accepts this goodwill offer.

Customer Rebuttal

3/18/2022

My issue with my transmission has been at last resolved and I appreciate caliber for having patience to make it happen. I'll accept their offer for $250 of goodwill and move forward from this experience.

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