I have never written a review for a company before, but this company drove me over that line and into what I assume is their privatized Hell filled with unresponsive insurance agents, untrustworthy technicians, and squeaky rental cars. This is the worst communication I've ever had with a company. If your insurance is only willing to pay for your car to be fixed here, take it elsewhere on your own dime--it's not worth the stress this place will cause you. I understand delays due to COVID, shipping difficulties, etc. I want the work on my car to be done well and not rushed. However, when I have to drive a round trip of almost 2 hours to get my car from this place and there is no communication about when my car will be ready unless I initiate it, I get annoyed.
First, my car was supposed to be ready on Fri 4/22. I planned with a friend to get a ride, took off work to make the trip in the afternoon. A few days in advance, I call and confirm. The DAY OF, I receive a call saying that, sorry, my car won't be ready until Wed 4/27. Fine. I find another friend to drive me down Thurs, because I am busy all day Wed. On Wed I call and learn my car won't be ready until Fri. I can't come on Fri, the place is closed on weekends, and I am busy M-W 8-5, so I won't be able to make the trip until Thurs 5/5. He was understanding and offered to come in Sat morning, 4/30, from about 9am-12pm.
On Fri 4/29, I call to confirm at 3:30. They say they'll call back in a few minutes. At 4:30, I call them. They say they don't know if my car will be ready and are waiting for parts, but they'll call me back by 5:30. At 5:30, still no call. I try calling, but it goes straight to voicemail because the place is officially closed. At 5:45, I receive a call and learn that my car won't be ready Sat morning as promised, but in the afternoon. I explain that I'm not sure I can come in the afternoon, because I made other plans upon learning I could get my car in the morning. I ask if the morning could work. The man explains that it's a maybe, he can't predict if his technicians will come in Sat morning because he doesn't monitor their Fri nights. He tells me he'll call me at 8am on Sat to tell me what time Sat my car will be ready.
At 10:30, 2.5 hours after I was supposed to be called, I call. Straight to voicemail. I assume that my car won't be ready in the morning, because he said he would call me, but his plan was the afternoon, which I have a backup plan for. I drive down that afternoon with a friend only to find that nobody is even there. I attempt a call and, sure enough, voicemail. I might be a psych major, but even I can't read minds like Caliber seems to think.
I call on Mon at 7:30, right when they open. My car isn't ready yet, though I was promised it would be ready on Sat. The manager calls. He agrees to deliver my car to Waco. A part is broken that afternoon, so now my car won't be ready until Tues at the earliest. Tues rolls around and my car isn't ready until later in the day, so they can deliver it on Wed/Thurs. He plans to call me Wed at 5pm so we can plan a time for Thurs. Wed at 4:45pm I receive a call. I know something's wrong because they've never once called me a) on time or b) early. I am told that a trashcan has been dropped on my car so it won't be ready Thurs morning. He'll call at 11am on Thurs. It's 11:15am on Thurs when I realize that I'm definitely not getting a call and decide to call myself. I insist that we make a plan for Fri morning even though he indicates it might be done Thurs. We agree on Fri at 11:30. He says he'll call tmrw morning to get my address. I tell him that if I haven't been called by 9, I'm calling them. He says that he has never failed to do what he said (but I'm the one having to call him 20 minutes after he said he would, so is he really that trustworthy?). On Fri, my car arrives in Waco.
I have finals and graduation next week. These would be two of the most stressful weeks of my life outside of car issues. Even if this was worked out in the end, I want others to be wary of my experiences. Nobody should have to advocate for themselves to receive common courtesy. This company takes advantage of people's kindness, patience, and understanding. This was not shipping delays. This was a lack of professionalism.
Last night, the final night before getting my car back, I thought to myself, 'What if they re-painted my light blue car bright green just because they couldn't find the right shade?' I realized that I would breakdown in front of whoever was handing me the keys, but I would take them. I wouldn't accept if they offered to repaint my car back to the right color for free, because I wouldn't trust them to do it without causing me an unreasonable level of stress. I would wait for the Toyota dealership to have an opening in two months, I would pay top dollar, and I would still have my car back in less time than I would have from Caliber Collision. read more
