Gerber Collision & Glass 201 East Braker Lane, Austin, TX 78753

"DO NOT BRING YOUR VEHICLE HERE! We took our car here to be fixed because we were unfortunately rear ended. After emailing Gerber collision and speaking directly to them, we brought our car here 11/27. This is after we had everything scheduled through our claims adjuster. (This was also confirmed) When my husband arrived 11/27, they claimed they did not have any of our paperwork, no appointment booked or anything, despite us having documentation that we spoke to them several times prior to us arriving that Monday. They could have also contacted our adjuster as well. Why would we just show up on a random day without there being an appointment scheduled? Instead of trying to work with us even trying to see where the ball was dropped, they proceeded to tell us to come back on Wednesday. I should have known then to go somewhere else. However, it had already been a couple of months of us trying to schedule to get this problem taken care of and I had just gave birth to our daughter so I needed it fixed ASAP. I didn't want to wait any longer. When my husband arrived Wednesday, he was told the work could take 1, possibly up to 2 weeks max. On 11/30, we received a text stating they were disassembling our Rogue so they could get an estimate. Not sure why they needed an estimate when this was already taken care of prior. On Tuesday, 12/7, we were told our liftgate could not be fixed. I'm not sure why the liftgate could not be fixed because nothing was wrong with it prior to us dropping off the vehicle. On 12/12, we reached out to receive an update, because as of that date, we were one day away from the 2 week mark they originally told us the car would be ready. We were then told they had to order an additional liftgate as the first one came in damaged. Micah stated, " that happens a lot with these parts because they are made of plastic and get damaged in shipment." Excuse me? That's not acceptable. You're telling me parts get delivered to your company all the time damaged??? And we had to reach out to you to get an update instead of you just communicating that to us to begin with. At this point I am beyond irritated because I have a newborn that needs to get back and forth to appointments and my husband needs to get back and forth to work, and we have no transportation. I then emailed to get an eta on when our car would be ready and how long it would take them to get the liftgate. We were sent another email stating they were waiting for the liftgate...question not answered. Yes, we were made aware of them waiting for the liftgate but we still needed an eta on when they thought it would arrive and how long it would take to repair. On 12/13, we were told the liftgate should be there today and the earliest the car would be ready would be Friday and the latest being monday or tuesday. On tuesday 12/19, around 10:32a.m. we received a message stating they were putting our Rogue back together and were waiting for approval from the insurance and once that was received, it would be released for pickup. At 4p.m. we still hadn't heard anything, so I called. Again, poor customer service and incompetence. After speaking to the lady on the phone she claimed she didn't have a customer under my husband's last name, Martin. She then asked if it could be under a different name to which I told her no, his name is Solomon Martin. She then proceeded to tell me his name was in their system backwards (Martin Solomon) I explained to her that our car was supposed to be ready by today and we were told earlier that morning around 10:30, they were just waiting for approval to release our vehicle. She told me it was in line to be cleaned and best bet would be to pick it up tomorrow. I told her no, I couldn't wait another day! We could not afford to keep spending money on lyfts and other things when our vehicle had been delayed from the start, especially with the holidays right around the corner. Long story short, we picked up our vehicle that day. Ridiculous! And they had the nerve to beg us not to leave a bad review! The audacity! Never again!"

"My vehicle had very extensive hail damage from a severe storm and I took it here. Alexis was the best part of this process. She was extraordinarily kind and helpful throughout and took all of my concerns seriously. She was easy to get a hold of, regularly updated me with texts about how far along it was, and made absolutely sure I was happy with the final product upon pick up. My roof had to be replaced along with some other things and practically the whole vehicle was repainted. It came out looking very nice!"

"Edit verison: After leaving a not so good review about Gerber Collision.. Paul reached back out to me and offered to help pay the $500 decidable on my insurance claim. That helped a lot. Got my car back about a week later. So I’m happy they helped out and made things right. Thank you so much!"

"Bad experience with customer service. Scheduled to drop off my car at Gerber at 8:30, should have been easy and routine. I couldn't get there ‘tlll 8:47. After making me wait for 10 minutes, Alexis comes out and tells me that I’m 30 minutes late and she will not accept my car. Obviously a lie, as I was standing there for 10 minutes. Again, I just needed to drop off my car - they already had my info, car info, insurance info, photos of the damage, estimate for the repair, etc. She proceeded to raise her voice and asked me a number of times if I understood her - OK, English is not my first language, but that's no reason to rub it in. Her final words were “take your business elsewhere”. At that time I did not have the estimator’s name, I asked for it. She refused to provide her name and just walked away. Alexis, stunning customer service!"

"Getting into a car accident is never a great time or feeling, but I want to thank Alexis and Blake for being so kind, helpful and communicative throughout the whole process of getting my car repaired. I was rear-ended during holiday season last December so it was a very busy time with a lot of accidents happening but with the help of everyone at Gerber, I was able to get my car in to be fixed. It took about 4 weeks to fix even with how busy and backed up everyone was, so I really appreciated that. Alexis was also super helpful with coordinating me getting a rental car as well as extending the rental when my car needed more time. Thank you everyone at Gerber for going above & beyond and providing awesome customer service!"