Complaint Review: Gerber Collision & Glass

Horrible Service and Quality! The experience that I am CURRENTLY having with this facility has been very unprofessional. As the owner of a customer service driven business, I know how to listen to customers and take any appropriate steps necessary for them to leave satisfied. Unfortunately, this location has a lot to learn. I should have known there were going to be issues the FIRST time (yes, first) I picked up my convertible BMW from the facility and noticed the front plate (which says BMW) was upside down. REALLY!?!? It isn't a Mercedes where the star could mistakenly be inverted. It says BMW for crying out loud. As simple as that was it was fixed and I proceeded home. Two days later I started the car for the first time since pickup and the Check Engine Coolant light appeared on the onboard computer. (This was one of the issues caused by the accident and reported at the time it was towed to your facility.) I raise the hood to find the reservoir empty, a bolt missing from the cover of the engine fan, the air intake completely disengaged and damage to the molding. Immediately, I take pictures of all the issues, email them to Barbara Mathews and schedule the car to be towed again to the facility. A few days later I'm told the car is repaired and ready for pickup. When I get there, I was told that there was a bubble in the back of the NEW radiator (which was just replaced a year prior) causing the leak and it worked itself to the front and out of the system. Then I proceed to notice the intake wasn't repaired and the bolts were still missing. The gentleman claimed he had no knowledge of it and never received the email from Barbara. Apparently there is a lack of communication from the office to repair shop. Forty-five minutes later the gentleman repairs the car and it is once again returned to me. Once again I take the vehicle home and park it overnight. The following morning I find the exact same issue with the coolant leaking from the engine. Clearly, either the mechanic didn't know what he was talking about or it never happened. The car is now towed into the facility for the third time. This time I speak with Steve Ball who assures me they will take every measure to fix the problem and/or refer it to the dealer. A few days later, I again follow up with Mr. Ball and he said they cannot find the issue and are referring it to Nalley BMW. This was on Monday, December 30th. Today, I receive a call from Mr. Ball stating the issue is the water pump (which is directly behind the radiator) is leaking and that is normal wear and tear. I indicated that can not be as it AND the radiator was just replaced last year. He claims that if I want it repaired it will be $500+ with the dealer. I reiterated that I had no prior issues and it had to be caused by the accident. He said there was nothing he could do, so be it. I am only asking for what is fair and that the car be returned to the state it was in at the time of the accident! To be continued'.