Gerber Collision & Glass

Unacceptable Repairs & Poor Customer Service We took our vehicle to Gerber Collision & Glass – Madison (200 W Beltline Hwy) for an insurance-covered repair, and the experience was extremely disappointing. When we picked up the car, the rear bumper was wobbly—something that never existed before. We raised the issue with Josh, the shop manager, who acknowledged the problem but refused to fix it. Upon inspection, we found that no proper support or absorber was installed, making the bumper weak and prone to breaking. Instead of addressing our concerns, the shop showed us photos that failed to prove the necessary components were reinstalled correctly. They also replaced a metal support that, in our opinion, did not need replacing, raising concerns about unnecessary repairs instead of actually fixing the issue. We do not trust this shop and fear additional damage if we return. The dismissive attitude and lack of accountability are unacceptable. We will be escalating this issue and strongly do not recommend this location for any auto repairs. That said, we are open to updating our review if Gerber follows up, takes responsibility, and approaches us in an amicable manner to resolve the issue properly. If you value proper repairs and customer service, avoid this place. 03/14/2025 Time 13:16 PM Here is my response for your "Google Review" message below in you sent to me an hour ago or so: Thank you for responding. Josh and your team already have our preferred contact method, email. We have stated this multiple times since our initial communication, as my wife and I are busy with work, and email is the most efficient way to communicate. I have just sent you an email. If your shop is truly committed to owning mistakes and providing proper customer service, I expect direct communication through the channels we requested, which you already have on file. The fact remains: the rear bumper is improperly installed, it is wobbly, lacks proper support, and is susceptible to breaking. This is not just a "customer service experience" it is a quality and safety issue. Your response suggests an attempt to resolve this matter through Google reviews rather than addressing the actual problem. I have yet to receive a clear commitment from your team to correct the issue properly. If you are willing to take full responsibility and provide a real solution, please contact me directly via email, not through indirect channels. Until then, our concerns remain unresolved.

Unhelpful and very difficult to deal with. Scheduled an appointment for an estimate, got a call back from them with all sorts of inaccurate information. I had attempted to clarify some of what I was being told and was abruptly cut off. And talking to my insurance company how much of the information that I was incorrect. Clearly, the individual I spoke with as far more interested in getting me off the phone, then actually providing customer service. When they were Gates they were a great Body Shop. Now, not too much.

Already was iffy about going here based off the reviews and poor rating but I figured I would see how my experience would be and thankfully I didnt even drop off my car because it probably would've just led to issues. (apparently you guys leave cars open for them to get broken into? ) didnt see that reviewer till now lol. You guys should look into retiring the front desk lady , she looks exhausted and tired. no type of customer service, didnt care to help with any input or suggestions, speaks to you as if you are bothering her at her job? lady in the front desk at 8:30 am 04/11/26 should probably be replaced with a tablet or some sort of AI it would be a much more pleasant experience for customers. Wanted to reschedule and was informed that would have to be done through the app which is fine, but she was very adamant about how she cant do anything and everything is to be done on the app, you cant even tell me if there is any availability? would suggest using a drop off bin and an ipad to check in seeing as thought she is not helpful and doesnt have proper demeanor to be dealing with customers.

I had a great experience with Gerber Collision & Glass. The team was professional, kept me updated throughout the process, and made everything easy from start to finish. The quality of the work is outstanding—my car had peeling paint and now looks flawless. The paint match is perfect, and the attention to detail really shows. I highly recommend Gerber to anyone needing repairs. They did an excellent job and exceeded my expectations!

Great experience. Car looks brand new. They also cleaned the exterior and interior before I came to pick up my car. Done quickly too. Need some more work done will definitely be coming back.