During a bad hail storm in Moorefield, WV, in April of 2021, my elderly mothers Toyota Rav4…read morereceived bad hail damage. We visited this shop, 2 hours each way, and they were able to repair the vehicle and replace the black wrap on top of the vehicle. About 6-8 months ago, I noticed that the wrap on top of the vehicle was peeling and bubbling. I showed my elderly mother and advised her to call her insurance company and make them aware while reviewing the paperwork. On the Caliber Collision website, they state to have a lifetime limited warranty. It took my mother a while to find the paperwork, call the insurance company and then contact Caliber Collision, she did so last month. She contact Diego at Caliber Collision and he asked that we bring the vehicle to their shop in Sterling, VA, for them to see the faulty work. We drove 2 hours each way to show the vehicle. Diego and Gary Howard took pictures of the vehicle and Gary immediately started to explain why this was not their fault. He said, this work was not done by our shop, this was news to us, it was done by a third party and our warranty only covers "car parts" us to a year, they are not responsible. He also said that a car wrap only lasts for 1-3 years so they could never warrant body repair for more than 1 year. The challenge, we were never told this while hiring Calibar Collision and nowhere on our paperwork does it say a 1 year warranty. I asked Gary when I would hear back from him and he said within a few days.
Sure enough, Gary called us back on Tuesday and explained he reached out to the third party and they were unable to help. The warranty with Calibar Collision is 1 year and it has now been nearly 4 years since the repair. He was unable to help, it was not his fault. I explained to Gary that my contract was with Calibar Collision, not a third party company and nowhere were we made aware of a 1 year warranty. He said he had the paperwork that we signed where is said a 1 year warranty and I asked him to please email us that document because we don't have it, neither does our insurance company. I gave my elderly mothers email address and he promised to email us the documents by the end of the day. The next morning I called my mother and asked her to check her email, which she did, and there we no emails. I then called Gary Howards phone number at 571-393-4094 and left him a message asking for him to verify he emailed the information. Called a second time that day, not word back from Gary, left another VM. On Thursday, I called the main number at Calibar Collision and asked for Gary. I was placed on hold for over ten minutes and finally when the phone was picked up, the employee said they could not find Gary. I left my number and a message for Gary to call, nothing. I've called his direct line at least a dozen times, no answer and no call back. We are being ghosted by Gary which makes me believe that he was being dishonest about our paperwork showing a 1 year warranty. Our insurance company paid nearly $5k for the repair and knowing that it is faulty and the company will not call us back gives me great concern.
I would not use this business to repair my vehicles in the future and I don't suggest you use them as well. There is an ethical issue with their management and possible ownership, stay away.
