20 Feb, 2020 → by ClaimboUser22600
Extremely disappointed. Hiring another company to finish the work.

2

My repair was on a 2011 Nissan Xterra Pro4X - the Caliber employee I dealt with was Peter. I chose Caliber Collision, Northpark Blvd, Alcoa TN over my local body shop out of convenience to my job. The original repair started well, and I was given text updates which was nice. Unfortunately, each time the repair date came close, it would be extended for various reasons. The initial repair was complete a few weeks later than planned, but I can understand some things cannot be controlled. I ended up paying ~$350 to extend my first rental. After six weeks, I was asked to pick up the vehicle just before closing so I wasn't able to inspect the work until I got home. There were several obvious issues pertaining to the quality of work:1. Missing plastic body fasteners in the engine bay. 2. Obvious silver over-spray on the window (amazed at how this could be overlooked considering it was washed prior to pick up).3.Passenger door gap was off on both sides and the door hinges could be seen in broad daylight. (initially I was told that it was due to the aftermarket fender, and then told that car door hinges do not adjust...laughable).4. The positive battery terminal was missing the cover that was broken during the accident (important to protect factory fuses on that particular trim). . One plastic cover next to the hinges was not fully installed and actually found to be broken after I arrived home. 6. The radio would not pick up a single radio station - I was told that the entire dash had to be removed to complete the initial repair. No issues prior to the repair. 7. The vehicle fuse box (broken during the accident) was remounted with an incorrect part, which allowed the fuse box to flop around unsecured. I was quick to send all of these issues (with pictures) directly to Peter within two hours of receiving the vehicle. Another two weeks went by before I was able to drop the vehicle off again to finish the repairs. I was assured this could be completed in 1 day (to minimize additional rental costs). I made sure to review with Peter the open items to make sure that nothing was overlooked. This is where I became really frustrated... because at the end of day I was informed that the repairs had not been done, because they were still waiting for parts to be ordered... or that the wrong part was ordered... the story seemed to change. Finally, after 3 days and another $100 rental, I was told it was complete. When I arrived to pick up my vehicle, Peter bragged that everything was done, and that the ins. agent was even there so there was nothing for me to worry about. The fact that my keys were tossed to me and I wasn't walked out to make sure I was satisfied with my repair immediately told me something was wrong. Upon quick inspection, the door still wasn't adjusted, the radio still wasn't picking up stations, and amazingly the parts for the fuse box that I waited weeks to get, were literally broken and GLUED together. When shown, Peter hurriedly pulled all of the glue off and threw it in the grass. Then when he noticed that the part was broken, it was pointed out to me as if to imply that maybe I ran out and broke it in the minute I was inspecting my car. I showed this to the insurance adjuster who was still on site, and Peter pretended to have no idea what could have happened, until I picked the pieces of glue up and showed to the adjuster. Peter would not offer to fix the repair a third time, and instead insisted that I take my vehicle to Nissan. After some discussion, it was agreed that Caliber would send the replacement part to my home so that I could install myself. A couple weeks have passed, and I am told that the replacement parts were not ordered, and to discuss with the manager. Message left, no response. It has been enough time to tell me that Caliber has no intention to stand behind the quality of their work. I am extremely disappointed that I have to hire another shop to fix sloppy work by Caliber, but above all, I am shocked that not once during this entire process was I offered a genuine apology, only excuses. Best of luck!
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