I would NOT recommend Gerber Collision & Glass in Portage, IN. My insurance recommended this shop for me to get all my work done at, and I sincerely regret going through with this particular shop. This was my first time being in an accident as well as ever taking my vehicle to a collision shop and they made my experience absolutely terrible! I've had nothing but issues, work that was not complete, attitude and miscommunication with them. When I dropped off my vehicle on Thursday, August 10th 2023 I was told by the estimator that all of my work would take up to 5 business days, so I anticipated on my car being finished by the end of the following week. 5 business days later, I received a phone call from the company I was renting a vehicle through, saying that the rental car needs to be dropped off back to them by 5pm or I will be charged. So I immediately looked at the link to see the status of my vehicle and it still showed that it was still getting worked on. So I called Gerber and asked the receptionist who answered, when my vehicle will be ready since it's been 5 days. The receptionist who was a woman, responded very rude replying, " I called you yesterday and I told you that your car MAY be done in five days, I NEVER told you an exact day for sure when it will be done on." I told the receptionist that she had never called me and she said yes she did, so I left it at that. I then asked her, what I was supposed to do if my vehicle is not ready yet, and the 5 days are up, and how the rental company wants me to return the vehicle back today by 5pm. She told me she would "try" getting in contact with the rental place, but also stated how that is not her issue, that it is an issue between my insurance company and Enterprise (the rental company) that I need to take it up with them. I said okay, and asked her if she by chance knew when my vehicle may be ready so I have an idea of when i will need to pick it up. The woman responded, " Okay, we have our hands full here, it's not just you, we have a lot of vehicles getting worked on so I cannot tell you an exact day, but we will call you when it is ready." I understood that my car was not the only car being worked on at the shop, but I would have liked to have been treated like a paying customer. If I am paying for a service, I would like to be respected kindly. The receptionist had very poor customer service skills and was very sarcastic and rude. She treated me like my vehicle situation was a problem. So after that phone call, I then had to contact my insurance company myself for almost 1 whole day trying to figure out if they can give the shop more days to work on my vehicle and making sure I was able to have my rental longer. My insurance company finally contacted me letting me know that they were going to give me 4 more days for my vehicle to be worked on. They also told me that they will not be giving me any more extended days, for a 5 day job. They were frustrated as well with the situation. The next day, I finally received a phone call from Gerber and they stated how there was a mistake on their end, and that they have been giving me the wrong information about my vehicle the whole time. Apparently, there was an exact same vehicle as mine and they were giving me there information instead. This was such an inconvenience. I now had to wait even longer for my car to get done. 9 days my car was at the shop. I then had to make arrangements to leave work to drop off my car, since it was 4 days later than when it was supposed to be ready. All of this back and fourth communication wasted so much of my time. But that's not all! The day I finally picked up my vehicle when it was finished, I noticed when I got home that I was missing my car logo on my rim, on the side where my work was done at. I immediately called Gerber and told them that I had a missing piece. They apologized and told me that I can take it in any time but they are going to order the piece first and call me when it is ready. I never received the phone call. I had to call a week later to see if my piece was ready, and it was ready. Again, I had to inconvenienced my whole day and leave work early to go take my car in again, so they can fixfix something that they did not finish. Even though it only took them a few minutes to put the logo on, it was still frustrating and it was just the principle of me having to go out of my way to take back my vehicle again, that was not finished. The fact that I dealt with all this hassle, miscommunication, a rude receptionist, and work not being done, makes me never want to recommend this place to anybody, especially if you have a job because the amount of time being wasted and back-and-forth and leaving your job early is not okay. I wish I had taken my money and business else where. read more
